SCA Team Coach

Essential Duties and Responsibilities:

• Responsible for assisting team members with inquiries and questions on task-specific items.
• • Provide feedback, coach and solutions to team members to achieve greater productivity and quality.
• Performs other roles, depending on the needs for the day.
• Monitor productivity and quality reports and meet with team members individually to provide feedback, coach, and counsel with the objective of increased productivity.
• Monitors work volumes to see if people need to be reassigned to different queues.
• Stock central area with work supplies throughout the shift.
• Assist Supervisors and HR with ad hoc needs.
• Assist with focus trainings, as needed.
• Verifies exceptions.
• Required to attend mandatory meetings and trainings, work scheduled overtime with minimal notice, and perform other duties as assigned per business needs.

Qualification Requirements –

To perform the job successfully, an individual should demonstrate the following:

• Must be at least 18 years of age.
• Able to read, write and speak English.
• Able to maintain confidential information.
• Successfully pass and maintain acceptable background checks and security clearances
• Must have knowledge of the General Clerk I, Data Entry Operator II and QA Representative I position.
• Identify ways to steer and motivate the team toward set goals and objectives while maintaining the confidentiality of individual team member statistics and private information.
• Intermediate computer knowledge and Microsoft Suite experience.