Contact Center Job Coach - (St Louis, MO)

The Contact Center Job Coach assists new employees in their onboarding and success at LogistiCare. Responsible for providing existing employees: ongoing coaching and support for meeting performance metrics through side-by-side observations and work review. KEY FUNCTIONS Assists in developing and updating training manuals, handouts and aids Trains staff through delivery of a consistent member background Assists in facilitating new hire and ongoing training as needed by local operation Sits with new and existing employees to provide feedback obtained from side-by-sides monitoring and other work output observations Documents observations, detailing the feedback and coaching delivered Provides informal coaching to employees as needed on the floor and as requested by management Reports any pertinent trends regarding necessary or recommended adjustments to curriculum based on interactions and observed deficiencies Serves as a subject matter expert for identified contracts/LogistiCare systems