Customer Care Team Coach(
# Job Number:
14024558)
## Primary Location
United States-Colorado-Highlands Ranch
##
Description
**Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide.**
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
As a Customer Care Team Coach for ESM, you will conduct at least one coaching session a week with our Educational Consultants after you listen to and score their calls. You’ll also collaborate with the consultant on developmental opportunities and lead them with positive and negative feedback. Additionally, you will assist and collaborate with the Team Leader and approve of the daily payroll system. Other responsibilities include:
* Managing at least 17 consultants in collaboration with the Team Leader
* Performing quality scoring of consultants on actual calls (3 per consultant, per week)
* Changing and updating the online tools and training documents for consultants
* Assisting with putting together agenda and content for team meetings
Job Requirements
As a Coach for ESM, you must enjoy managing, coaching and motivating other people. You must also have excellent written and verbal communication skills, a high energy level and be adaptable to change. Additional requirements include:
Required
* Be at least 18 years of age.
* Must pass a criminal background check.
* Be available and flexible for a shift during the hours of operation Monday – Sunday 7:00am to 10:00pm.
* Typically acts as a lead or expert with considerable on-the-job experience.
* Strong organizational and verbal communication skills
* Works autonomously within established procedures and practices.
* Experience in coaching or training
* Basic computer skills and knowledgeable in Microsoft Office Suite (Excel, PowerPoint etc.)
* Being very approachable, having a noticeable presence on the floor and excellent organizational skills
Preferred
* Previous call center experience in an in-bound and out-bound environment preferred, but not required
* 4 year college degree or equivalent experience
* 1-2 years’ experience directly managing others
* Ability to use a dialer
All other duties as assigned.
**_Xerox Business Services, LLC is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox Business Services, LLC may request such accommodation(s) by calling 1-866-419-2226 or by sending an e-mail to_**_**accommodations@xerox.com**_**_._**
Virtual/work from home? Yes
*Primary Location:* United States-Colorado-Highlands Ranch
*Virtual/work from home?:* Yes
*Req ID:* 14024558