Team Lead, Staff Development

The Team Lead of Staff Development will support all Customer Service Representatives to succeed in their role through coaching and career development while adhering to our UPMC Values and Culture of Service Excellence. Provide leadership to customer service representatives of the team by administering weekly coaching on performance, productivity, and departmental goals. Coaching Leaders serve as mentors facilitate educational initiatives and act as positive role models.

Responsibilities:

• Support team members on the Resource Unit and our members on the Supervisor line.
• Identify gaps in training and collaborate with the training team to drive improvements.
• Provide product knowledge expertise
• Encourage health promotion programs including Gaps in Care.
• Complete weekly coaching for new hires the first 90 days after training for approx. one hour to drive their success.
• Support and develop cross-functional team members.
• Schedule all coaching sessions in Outlook weekly or bi-weekly.
• Maintain a positive work environment through employee recognition and coaching.
• Complete weekly coaching with all employees after the first 90 days in SharePoint, side-by-side and through silent observation.
• Allocate resources to ensure the attainment of all call performance standards. Answer incoming inquiries to attain product service level requirements.
• Ensure all representatives understand the member experience guidelines.
• Provide weekly coaching summary to leadership.
• Coach Work from Home employees via Skype video conference call.
• Travel to various call center locations to support team coaches as needed. Participate in member services training.
• Support team members side-by-side as needed.
• Work closely with a new-hire mentor to track progress. Serve as a role model for the entire team side by side to provide additional assistance to representatives who may not be providing service excellence or are struggling to meet call center metrics.