Copy of Director, Call Center Coaching & Performance

Renuity is seeking a strategic Director, Call Center Coaching & Performance here in Madison, WI! The Director is responsible for executing and leading the call center inside sales team and confirmation team to achieve maximum performance and efficiency by implementing coaching and improving overall performance. This role focuses on implementing, executing, and improving call strategies, implementing best practices, and utilizing data-driven insights to enhance overall agent success and effectiveness. This role will work closely with the VP, Call Center Performance & Strategy, Training and Development, Inside Sales, Confirmation, and Scheduling to improve and sustain Renuity's overall performance results.

What You'll Do:

• Implement strategies as directed that align with the company's goals and growth initiatives.

• Spend 60% of your day coaching call center advisors on the inside sales team, outbound team, confirmation team, and rehash team.

• Monitor live and recorded calls to assess agents' performance against established quality standards and adherence to scripts.

• Use evaluation tools to score calls on criteria such as call opening, customer interaction, information accuracy, and call closing.

• Provide detailed feedback to agents on their performance, highlighting both strengths and areas for improvement.

• Conduct regular one-on-one coaching sessions in partnership with leaders, with agents to address specific performance issues and develop personalized action plans.

• Use call recordings and evaluation reports to provide concrete examples during coaching sessions.

• Set clear, achievable goals for agents and track their progress over time.

• Report plans, and performance improvement results up to Lauren & Nate.

• Analyze call performance data to identify trends, common issues, and areas for improvement.

• Generate regular reports on call quality metrics and share insights with the call center manager and other stakeholders.

• Use data-driven insights to refine training programs and coaching strategies.

• Organize and facilitate role-playing exercises to help agents practice handling various customer scenarios, including objections and creating a need with a sense of urgency.

• Use your recorded calls to create realistic call scenarios for training and coaching purposes.

• Provide immediate feedback and guidance during role-playing sessions to help agents improve their skills.

• Provide resources and support for agents seeking to improve their skills.

• Collaborate with the call center leaders, quality assurance team, and other stakeholders to ensure alignment and consistency on goals and strategies.

• Participate in scheduled team meetings to discuss performance trends, share insights, and plan for upcoming initiatives.

• Communicate clearly and effectively with agents, providing guidance, support, and motivation.

• Ensure agents adhere to all company policies and procedures, including call handling, data entry, and customer privacy.

• Train agents on the proper use of scripts and monitor their adherence.

• Ensure compliance with Renuity's call quality standards.

• Provide constructive feedback and coaching to agents based on call quality evaluations.

• Conduct comprehensive coaching and impromptu covering call scripts, product knowledge, objection handling, transition statements, and overall success techniques.

• Deliver regular refresher training sessions to outliers, keep agents updated on new products, script behaviors, and processes.

• Analyze sales, lead, call, and appointment data to identify trends, opportunities, and areas for improvement.

Scheduling Optimization:

• Ensure schedule is optimized and full by assigning leads. Success is measured by overall Issue Rate and Schedule utilization and should be meeting and exceeding schedule utilization above 90% for markets established after 2022, and above 95% for markets established before 2022.

• Look through leads for scheduling, ensure good notes, and optimize scheduling for quality leads in alignment with business initiatives.

• Ensure effective strategy with lead assignment

• Ensure we are meeting and exceeding targets for exclusive, shared, website set rates, issue rates, demo rates, issued leads, and net revenue and directly impacting results through effective coaching.

• Ensure the team is meeting ALL minimum performance targets for SPH, demo, Issue Rates

• Engages with VP, consulting on and influencing strategic decision making

• Supports change, and new initiatives

Team Leadership and Development:

• Lead, mentor, and coach the call center inside sales team and confirmation team to achieve their goals and company directives. Drive performance real time on the call center floor.

• Conduct regular weekly check-ins with outliers and share insights with call center leadership.

• Ensure call center managers are meeting team performance targets for inside sales, entry level verification, confirmation, rehash, scheduling, and dispatch.

• Foster a positive and motivating work environment.

• Manage key performance indicators (KPIs) to track and enhance performance.

• Partner with training to ensure partnership in coaching effectiveness and implementation of new team members.

• Ensure operations are running effectively and smoothly by ensuring call center advisors are adhering to overall productivity requirements.

Sales Training and Best Practices:

• Partner with training on the development and delivery of call behaviors for the training programs to enhance inside sales skills and product knowledge.

• Ensure adherence to Standards of Performance and Performance Management policy.

• Utilize Five9 technology to monitor and analyze call center performance.

• Drive energy and excitement on the floor daily by driving results through executing monthly contests and or daily contests

• Implement strategies to improve lead response times and appointment setting.

• Oversee the rehash program to maximize asset recovery and lead conversion.

Process Improvement:

• Implement new tools and technologies to enhance productivity and efficiency.

• Adapt to change and foster an environment that creates buy-in around new initiatives.

Core Competencies:

• Champions Change: Communicating changes clearly, addressing concerns, and modeling adaptability. Builds team resilience, improves process adoption, and fosters a positive change in culture.

• Drives Results: Monitoring performance, providing feedback, and motivating the team. Achieves high performance, enhances team morale, and contributes to company goals.

• Develops Self and Others: Identifying training needs, providing coaching, and pursuing self-improvement. Builds a skilled and motivated team, fosters career growth, and enhances performance.

• Positive Decision Making: Leads to efficient operations, solves problems effectively, and drives team confidence.

• Influence Others: Communicating effectively, inspiring the team, and building strong relationships. Fosters collaboration, drives team engagement, and enhances overall performance.

• Makes The Plan: Plans effectively and strategically to impact overall performance positively.

What You'll Bring:

• 5+ years customer service experience

• 3+ years leadership experience

• Excellent attention to detail and strong time management skills

• Strong analytical skills with the ability to make quick decisions.

• Ability to lead and manage a large team.

• Strong organizational abilities

• Ability to multitask and prioritize based on changing demands and deadlines.

• Effective corporate communication skills

What We Offer:

• Competitive salary

• Full benefits package including health, vision, dental and 401k match

• Paid time off and holidays

• Company sponsored relocation packages available

Benefits:

Insurance: Medical insurance (PPO plans), vision insurance, dental insurance, voluntary life insurance, and disability insurance (STD, LTD), Accident Insurance, Critical Illness Insurance, Hospital Indemnity Insurance. Healthcare Flex Spending Account, Dependent Care Flex Spending Account

Paid Holidays & Retirement Plans: 401k Matching

Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact Humanresources@renuityhome.com.

If you have a question regarding your application, please contact TA@renuityhome.com

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