Performance Success Coach

About the Position:

The Performance Success Coach will coach and manage a team of Family Advisors (FA) in our consumer sales and advisory organization.

Expectations

• Coach FA behaviors to meet and exceed Performance Metric expectations.

• Manage FA time cards, sick time, PTO, and other time off benefits according to Company policy.

• Create recorded sessions and written plans for performance coaching with each FA on team a minimum of once per week.

• Create and deliver performance coaching to continuously improve FA performance. This includes weekly one-on-ones, group round tables, team meetings, and other check-ins, as well as weekly and monthly organization of records and recorded coachings for management and HR review.

• Write and deliver appropriate accountability to FA's in the form of warnings, lead concerns, and Performance Improvement Plans, according to HR policy.

• Meet with and coach newbies 3 times per week depending on FA schedule, availability, and progress.

• Daily and weekend MOD (manager on duty) rotation and corresponding duties as assigned, including:

• Monitor and communicate volume delivery
• Monitor Suspect Inquiry Queue
• Clear Self Qualified Queue
• Manage for Speed to Lead
• Manage attendance
• Clear Valid Leads with Missing Notes page
• Manage hourly text confirmation report

• Maintain company and team confidentiality per Company policy and signed employment agreements.

• Maintain a team average Move-Ins per Advisor of 6 monthly with consistency.

• Create and foster positive team culture and FA mindset.

• Communicate timely and effectively concerning lead concerns and QA disputes on behalf of FA's and providers.

• Assist with new hire training as needed.

• Perform 1st round interviews as needed for FA hiring.

• Manage and improve FA efficiency on and off calls with time management coaching.

• Cultivate mentors and develop incumbents for promotions.

• Accomplish weekly assignments given at weekly Calibration meetings.

• Consistently communicate with HR regarding employee relations, performance issues, questions, leaves of absence, medical issues, etc.

• Attend Manager Professional Reading Group.

• Take part in small group Manager Collaboration events