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Coaching Specialist

Your Role:

This Customer Excellence position involves working in a dynamic, fast paced, high energy, and rewarding team environment focused on delivering a better customer experience.  In this role, you will be responsible to coach, mentor, train and develop the Customer Care Specialists. You will work with the Supervisors on scheduling and provide coaching feedback for all specialists.

Key responsibilities include:

  • Deliver monthly coaching sessions for all customer facing Customer Care Specialists (CCS)
  • Provide individual metrics and performance feedback
  • Develop and implement a monthly CCS scorecard
  • Collaborate with other Coaching Specialists to calibrate coaching feedback
  • Partner with Supervisors to recommend talent development opportunities and address performance outliers
  • Partner with Trainers to develop and rollout additional trainings for process changes or process improvements
  • Develop job aids and other tools to assist CCSs in improving the overall quality of interactions

Who you are:

Minimum Qualifications:

  • Bachelor’s Degree preferred in business management or related business or education fields
  • 2+ years of experience in working in a call center or customer care environment of commercial & service oriented company

Preferred Qualifications:

  • Experience in the role of a CSR, trainer, supervisor, coach or equivalent preferred
  • Demonstrates excellent documentation & communication skills
  • Understanding of MilliporeSigma business & proven experience with customer facing functions
  • Operational expertise in Microsoft applications
  • Proven ability to mentor, coach & motivate all levels
  • Ability to work with sensitive company information in a professional & confidential manner
  • Excellent presentation skills & ability to communicate effectively to all levels of the organization
  • Ability to build a sustainable relationship
Job Requisition ID:  192950
Location:  St. Louis
Career Level:  D - Professional (4-9 years)
Working time model:  full-time

US Disclosure
The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.  This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

North America Disclosure
The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our HR Services team at 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday.

Job Segment: Business Manager, Call Center, Management, Customer Service

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