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Master Coach

Company: Blue Cross and Blue Shield of North Carolina
Location: Durham
Posted on: February 14, 2019

Job Description:


The Master Coach is responsible for supporting and fostering coaching standards for the overall service organization and works on the individual needs of team leaders. The Master Coach will participate in planning measurable milestones to meet quality goals, first call resolution, and other operational metrics. The Master Coach must be skilled in the area of providing feedback, including modeling of specific behaviors and identifying action steps. The Master Coach will facilitate calibration sessions with Leadership Coaches as well as the monitoring of processes and progress to maximize service effectiveness.

* Proactively build and maintain effective working relationships with internal and external business partners, working closely with those partners to achieve desired results.

* Identify and or recommend prospective coaches / supervisor, for coach development pipeline and placement.

* Partner with Service Manager, Training Manager and Human Resources to identify, and facilitate leadership programs for coach development.

* Identify additional processes, tools, and systems that cause negative impact on efficiency and customer service results.

* Evaluate team leaders and provide input into development plans.

* Makes recommendations to Leadership Team for process improvements based on the observation of trends, progress and obstacles aligned with department metrics and KPIs. Including QA guides, forms and CSAT survey results for Customer Experience.

* Shadow coaches and customer service professionals weekly to provide feedback on use of the Call Strategy recommended models for technical

* Develops calibration schedules and facilitates calibration sessions with coaches on a monthly basis or more frequently as needed.

* Create and manage ongoing reward and recognition programs aligned with the customer experience goals.

* Work directly with coaches to determine the need for additional skill refresher on a team or individual basis.

* Continue to add to the SkillBuilder library of call examples based on individual or department need.

* Report out monthly coaching observations and successes/roadblocks to Leadership including: progress with KPIs, coaching results of the team (from AIM System), behavior trends and recommended action items for the team based on the results.

Hiring Requirements:

* Bachelor s degree and 3 years work related technical or operational experience

* In lieu of degree, 5 years work related technical or operational experience

* 2 years leadership/team lead experience

* Strong knowledge coaching and feedback techniques

* Must obtain Master Coach certification within 1 year of hire

* Knowledge of Ulysses call strategy and coaching

* Extensive knowledge of applicable system(s)

Hiring Preferences:

* Demonstrated skill in recognizing the presence or absence of standard service behaviors, including pivotal behaviors.

* Ability to communicate and provide feedback to all levels of organization.

* Creative and effective problem solving.

* Uses motivational techniques to further reinforce positive behaviors.

* Exhibits commitment to a learning organization and culture.

* Develops and maintain professional relationships with business partners, internal clients and delivery teams through positive, team-oriented and service conscious behavior.

* Ability to influence without authority

* Ability to build strategy and implement tactically.

* Effective negotiation, conflict management, and active listening skills

* Excellent organizational and time management skills; focuses on the critical few.

* Stays abreast of new business development and marketing goals.

* Actively builds relationships and effectively collaborates with fellow Master Coaches, Team Leaders, Operations and Department Managers.

* Effective analytical skills in working with performance data and formulating coaching strategy

* Ability to effectively manage change efforts.

Blue Cross and Blue Shield of North Carolina does not discriminate on the basis of race, color, national origin, sex, age or disability in its health programs and activities.

Keywords: Blue Cross and Blue Shield of North Carolina, Durham , Master Coach, Other , Durham, North Carolina

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