Performance Coach, Customer Loyalty, Retention

What's The Role The Performance Coach of Customer Loyalty and Retention works closely with Associate Managers to optimize the performance of individual Loyalty Specialist and Customer Experience Advocates. Through direct hands-on coaching, training, motivation, inspiration, and other means this person is responsible to drive productive habits and behaviours resulting in high performance.The Performance Coach must be able to lead by example, saving customers and / or encouraging customers to make payments while modelling the highest standards of work ethic and positivity. What You'll DoInfluence the atmosphere on the production floor through activities that drive engagement and motivation.Manage the Calendar of motivational activities for the site, executing daily plans for motivation and team building.Use emotional intelligence to coach Customer Loyalty Specialist, identifying opportunities for development and driving improvements.Leverage escalated calls as a coaching tool to facilitate learning and development.Listen to and evaluate calls to maintain an intimate knowledge of areas of weakness and strength across the team determining opportunities for improvement and providing appropriate feedback.Maintain a keen focus on underperformers ensuring adequate care and attention is given to their development.Provide feedback to management team on the group health of the Loyalty Specialist and general moral levels on the floor enough to drive management decision making.Handle voluntary retention and/or welcome calls for a percentage of the week utilizing the available toolkit to save customers and / or ensure payments are made.Adhere to all processes and protocols in the dispensation of daily duties.Facilitate ad-hoc training needs for the RCOE B2C and B2B teams What You'll NeedDegree/Diploma in relevant field of study or equivalent professional certification.Minimum of 1-year experience in a sales or retention roleMinimum of 1-year experience coaching individuals or teamsUnderstanding of Flow Key Customer Related ProcessesExcellent knowledge of Microsoft Office SuiteRational, fair, and balanced thinkingAbility to work in a very fast paced and constantly changing environmentEffective Communication SkillsCoaching with Emotional Intelligence