Master Coach

With more than 7,000 employees, we are the largest health insurance company in Michigan. We offer an exciting work environment with a diverse group of employees. Our goal is to make health insurance easier for our members. We want to transform the industry and become a resource that people can trust.

Detroit, MI

Blue Cross Blue Shield of Michigan

When you think of <a href="" target="_blank" rel="noopener noreferrer">Blue Cross Blue Shield of Michigan</a> for health insurance, you can know you&rsquo;re getting much more. We're a company founded on a tradition of affordable, quality health care for everyone, improving the present and investing in the future.&nbsp;<br /><br />We offer:<br />Plans for employers and individuals that meet today&rsquo;s needs, budgets and lifestyle<br />The largest network of doctors and hospitals in the state<br />Lower health care costs Higher quality health care<br />Award-winning diversity practices<br />Grants and programs that promote better health throughout Michigan<br /><strong><br />Mission:&nbsp;</strong>We commit to being our members&rsquo; trusted partner by providing affordable, innovative products that improve their care and health.<br /><br /><a href="" target="_blank" rel="noopener noreferrer"><strong>Click here</strong></a> to learn more about our commitment to our Social Mission, view company updates and reviews, and view our awards &amp; accolades.<br /><br />For Application Timeline &amp; Selection Process:&nbsp;<a href="" target="_blank" rel="noopener noreferrer">Click Here</a>. Learn more about your options as an external candidate. <a href="" target="_blank" title="BCBSM" rel="noopener noreferrer">Click here</a> to view open positions.

keywords: performance,analysis,performance,management,communication,support,maintain,experience,organization,leadership,degree,communication,travel


Competitive Compensation and Benefits Package

Overview: Responsible for ensuring the achievement of long-term, sustainable performance outcomes within internal and external call centers in Service Operations through performance analysis, performance coaching, and continuous performance improvement.
Responsibilities: <ul> <li>Analyze key performance data trends and develop group and/or individual action plans for Team Leaders and Customer Service Representatives, as needed, in efforts to improve identified performance metrics.</li> <li>Identify performance gaps, analyze causes and implement the most innovative solution for each individual or group to address gaps.</li> <li>Communicate performance gaps/analysis, action plans, established milestones, and general feedback to Team Leaders and Manager.</li> <li>Communicate and hold Team Leaders accountable for sustainable and measurable performance metrics.</li> <li>Observe and assess coaching practices of Team Leaders and conduct ongoing coaching sessions based on team&rsquo;s performance.</li> <li>Record, track and report all coaching sessions and outcomes.</li> <li>Guide leaders seeking help on specific performance issues.</li> <li>Maintain the integrity and consistency of coaching practices across internal business unit teams and external vendors.</li> <li>Facilitate individual CSR coaching as needed based on performance metrics or as requested by Team Leaders.</li> <li>Promote improved Member Experience through routine floor coaching.</li> <li>Identify and share best practices and success stories across teams for accountability of continuous improvement and customer satisfaction through quarterly workshops.&nbsp;</li> <li>Routinely conduct/support calibration calls and training events to improve leader coaching skills.</li> <li>Provide support to Team Leaders working through certification for call calibrations and serve as a liaison to support teams.</li> <li>Perform other related duties as required.</li> </ul>
Requirements: <ul> <li>Bachelor's Degree in related field required.</li> <li>Four (4) years experience in operational analysis, data analysis, and problem resolution type required.</li> <li>Two (2) of years experience as Supervisor or related role with proven ability to drive performance through coaching, lead through influence, and translate raw data into user-friendly formats required.</li> <li>Experience within a call center environment preferred.</li> <li>Strong organizational, planning, and analytical skills to analyze raw data from quality and call metric tools and present in a user-friendly format.</li> <li>Strong communication and interpersonal skills with the demonstrated ability to actively listen and give coaching feedback to Team Leaders and Managers.</li> <li>Demonstrated strong leadership skills with the ability to lead through influence.</li> <li>Ability to plan, direct, and contribute to process improvement projects.&nbsp;</li> <li>Strong conflict resolution skills.</li> <li>Ability to travel up to 30%, in and out of state.</li> <li>Other related skills and/or abilities may be required to perform this job.</li> </ul>