Coach, Customer Experience

In this role you will coach contact center agents to deliver effortless customer experiences, set performance objectives, and collaborate with Quality Assurance and Training to ensure consistent coaching and service. You will oversee complex customer issues and manage staffing to meet corporate objectives. You will lead enterprise-wide customer service initiatives and analyze processes to drive improvements in the customer experience. You will work within Spire's values of safety, inclusion and integrity to shape a high-performing, customer-centric team.

• Manage daily activities of contact center agents to meet quality and productivity standards
• Provide personalized coaching to ensure effortless customer experiences
• Set performance objectives, conduct reviews and implement action plans
• Collaborate with QA & Training to ensure consistent coaching and service
• Oversee complex customer service issues requiring leadership review
• Manage staffing levels to meet corporate objectives
• Serve as customer service lead on enterprise-wide projects
• Analyze processes and recommend improvements to customer experience
• Make decisions aligned with policies, procedures and business plans

• Bachelor or equivalent work experience
• 3 years' experience supervising or leading others
• Facilitator certification with leading Customer Service Skills Companies preferred

• ethical leadership
• clear communication
• problem solving
• customer service coaching
• quality assurance collaboration
• performance management