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.

Lansing, 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.<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 />Learn more about your options as an external candidate. <a href="" target="_blank" rel="noopener noreferrer">Click here</a> to view open positions.

keywords: performance,analysis,management,communication,support,maintain,reporting,experience,degree,skills,travel


Competitive Total Compensation Package

Overview: <strong>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.</strong>
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’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. </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. </li><li>Strong conflict resolution skills. </li><li>Ability to travel up to 50%, in and out of state. </li><li>Other related skills and/or abilities may be required to perform this job. </li></ul>