Learning Coach, Contact Center

Tiffany & Co.
Parsippany, New Jersey, United States
Closing date
19 Apr 2023

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Customer Service
Full Time
Position Overview

The Learning Coach will partner with Client Contact Center Management team to observe, monitor, and coach teams to ensure sales and service standards are consistently high and brand behaviors are demonstrated across all client contact channels. Through partnership, on the job coaching and follow up, the Learning Coach will ensure the development of the leadership team's skill set to lead and develop their teams confidently & skillfully. The goal is to create Tiffany Brand Ambassadors that are knowledgeable about the brand, products and have a strategic approach to selling and client development.

This role will provide feedback to the dedicated Team Managers and function as a support resource for all Client Centric activities across the Client Contact Center. The Learning Coach will partner with the Team Managers to ensure coaching is being conducted in a consistent and measurable way, driving key behaviors to support an elevated omni-channel experience. This role will work with all levels of the Client Contact Center to promote professional growth and development at all levels.

Key Accountabilities

Coaching for Client Experience:
  • Monitor and observe daily client interactions via Quality Monitoring and Live Monitoring technologies. Share strengths and areas for improvement as evaluated against Tiffany knowledge, client experience, selling skills and attitude benchmarks/best practice. Feedback to be delivered in the form of a formalized quality scorecard in partnership with the Team Leads.
  • Provide insights and partner with the management team to provide coaching and feedback to client advisors. Ensure brand behaviors are demonstrated across all live channels to create an elevated omni-channel experience for the client.
  • Assist in Quality Monitoring scorecard completion to ensure consistency in client experience and coaching

Coaching for Performance:
  • Partner with Team Managers and Team Leads to identify opportunities through observation, Quality Monitoring, NPS/TEI scores and sales dashboards.
  • Lead leadership calibration sessions to ensure consistent coaching across all contact channels
  • Monitor and coach team on their individual targets, offering short- and long-term solutions to closing performance gaps (further coaching, training classes, review of training materials, etc). Partner directly with Client Advisor Team Leads.
  • Maintain rolling calendars for Client Excellence (QM) scorecards, training and coaching that align with business cycles and strategic initiatives
  • Establish a frequent check-in schedule with Team Managers and Team Leads to ensure execution of Client Excellence program, review performance and discuss coaching conversations, progress, and opportunities.
  • Track CX metrics (internal and external), noting coaching conversations, calibration sessions and quality training sessions. Include in monthly recap and analysis of CX performance.
  • Lead by example and help support a culture of coaching & feedback working directly with the Team Managers & Team Leads to further enhance the development of their leadership skills thus making them more effective in their roles

Training Preparation & Delivery:
  • Partner with Learning, Team Managers and WFM on structuring, scheduling and participating in motivational learning moments including training sessions, peer mentorship programs, employee experiences etc.
  • Partner with Learning Manager to learn and facilitate trainings designed to support business objectives (both in-person and via webinar)
  • Partner with Management to ensure both training and quality programs are aligned and communicated effectively throughout the Client Contact Center
  • Organize and/or facilitate inspiring & impactful on-boarding/induction to all new hires, partnering with subject matter experts to ensure an enhanced learning experience for the employee (in-person and virtual)
  • Partner with Team Managers and Team Leads to prepare monthly training calendar/focuses, mapping out learning solutions (Daily Huddles, Action Accelerators, Client Advisor Calibration sessions) based on observations and specific business objective each team.

Application and Adoption
  • Ensure the full execution of the Client Excellence Program (QM) in partnership with the Team Managers and Team Leads
  • Observe the quality of CX scorecard completion and partner with Team Managers & Team Leads to maintain an active and driving role Client Excellence (CX) program to assess the impact of Team Lead coaching sessions.
  • Identify key trends in staff development and performance; synthesize trends and performance reports to inform staffing decisions including external feedback via Client Survey/Mystery shopping
  • Support Contact Center in driving client satisfaction by ensuring applied learning of Brand Desirability & driving sales results

Required Qualifications:
  • 5-7 years of training & development experience and or Quality Monitoring
  • Retail or Contact Center experience
  • Proven track record with an effective coaching approach
  • Strong facilitation, communication, and interpersonal skills
  • Ability to interact with all levels of employees
  • Exhibits Strong Self Awareness
  • Remains composed in all circumstances
  • Empowers team and holds self & other accountable
  • Flexes style to motivate and inspire diverse teams
  • Instills confidence in the capacity to succeed
  • Fosters a learning environment and mindset
  • Embraces challenges and encourages others to do so
  • Confident in taking initiative and identifying the appropriate course of action
  • Willingness to work evenings and weekends

Preferred Qualifications:
  • GIA Certified
  • Jewelry industry experience
  • Experience in Luxury Retail or Luxury Contact Center

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