• Job Type:Contract

Posted 3 days ago

Job Description:

• The Solutions Coach is an integral part of the Core Service business model to deliver an exceptional experience to all Client's Members and Providers when they are facing complex service issues.

• This position uses their technical and functional expertise to deliver on the floor just in time coaching to Client's frontline staff.

• In addition, they assist with implementing new processes, procedures, products and campaigns to vendors and in-house Customer Service teams.

• The Solutions Coach uses knowledge gained from escalations work to provide in-depth subject matter expertise to support areas, stakeholders and enterprise business partners to bridge gaps in service and improve both our customers experience and Client's operational efficiency.

"Coaching and Training:

• Utilize specialized technical and functional expertise to deliver on the floor intense coaching for a short duration (1-2 weeks) to underperforming frontline staff and/or teams as identified by managers using metrics.

• Conduct Skill Gap Analysis (SGA) in collaboration with leaders to identify specific skill needs and goals.

• Assist in the design, develop and implement Learning Action Plans (LAP) to increase knowledge and workplace productivity.

• Support training classes and projects as subject matter experts, including class prep, scenario validation, learner observations, feedback, floor support, and other SME resource related responsibilities.

• Collaborate with various stakeholders to review performance metrics or other information to identify areas of performance inconsistencies, trends, process gaps, and individual performance gaps for improvement opportunities.

Knowledge Repository:

• Develop and document Customer Experience, Knowledge Management, and Customer Engagement Productivity best practices for Customer Supports Knowledge Repository.

• Assist in documenting current trends and best practices in coaching, training, and learning.

• Assist in developing communications for information sharing to the Service Leadership Team, CGSO Quality, and Divisional Learning.

• Develop Daily and Weekly Performance Reports of Vendor Call Trends to continuously improve operations and the customer experience of Vendor Contact Center Staff.

Internal Help Desk: Customer Escalation/Issue Resolution

• Provide escalation support for Customer Consultations, as well as Level 1 and Level 2 Customer Issues.

• Use business acumen to apply Escalation Protocols to resolve issue for customer which may include following-up with departments external to Customer Service.

• Serve as point of contact for the Exceptions Process, Urgent Rx Requests, HICS Escalations, and Vendor Support.

Hiring Requirements:

• Bachelor's degree or advanced degree (where required)

• 3+ years of experience in related field.

• In lieu of degree, 5+ years of experience in related field

• Six Sigma/Lean certification advanced within 12 months of hire, preferred.

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities.

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.