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Proficiency Coach I

Phoenix, Arizona;

Job Description:

The ESO proficiency coaches drive improvement in overall performance by up-skilling/reskilling tenured employees and ensuring new employees gain confidence and efficiency within desired timelines.  In partnership with GOM, they will develop operational routines and support unit business continuity. An Ops Proficiency Coach on our team:
• Analyzes performance results at an individual and group level to identify performance patterns that positively and negatively impact key performance indicators
• Leverages a variety of reports and activities to analyze performance including but not limited to key performance indicator (KPI) reports, scorecards, call listening, side-by-side observations
• Collaborates with peers and leaders to validate analysis and identify a solution to drive improvements in key performance indicators
• Delivers coaching to individuals and to groups to sustain and improve positive performance patterns and mitigate the impacts of negative patterns
• Delivers coaching to individuals and groups to improve conformity to desired best practices that drive consistent client experience and outcomes within desired controls
• Supports the onboarding process of new employees in a variety of ways including, but not limited to, delivery of training content and practice experiences, assign and manage workflow for new employees, and troubleshoot a variety of access issues
• Supports activities necessary to implement change or respond to continuity needs

Required Skills: •

Deep understanding of all supported processes including but not limited to the end-to-end process flow, the systems used, the controls and regulations impacting the process, and key performance indicator reports
• Proficient to expert ability to conduct a performance analysis using all available sources to identify trends and patterns in the data or observations (Analytical thinking, Numerical Ability, Client Focus, Attention to Detail, Critical Thinking)
• Proficient to expert coaching and training skills for individuals and groups (Developing Others, Positive Impact, and Influence, Flexible/Open-Minded, Verbal and Written Expression)
o Effective in person and virtually
o Able to build and maintain a positive coaching environment
o Able to make complex concepts simple to understand
o Able to adapt delivery to the style of a variety of learners in multiple settings
o Able to inspire adoption of new information
o Able to build confidence in a variety of learners
• Proficient to expert ability to build rapport and trust and to establish effective working relationships with internal and external partners (Network/Relationship Building)
• Independently manages a dynamic workload while effectively managing competing priorities (Acting with Integrity, Strive for Excellence, Proactive Initiative)
• Proficient to expert technical skills with Microsoft Outlook, Word, Excel, and PowerPoint

Desired Skills:

• Working knowledge of organizations upstream and downstream from ESO
• Prior management or proficiency coach experience
• Strong understanding of Adult Learning Theory and other employee development academic areas

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

The ESO proficiency coaches drive improvement in overall performance by up-skilling/reskilling tenured employees and ensuring new employees gain confidence and efficiency within desired timelines.  In partnership with GOM, they will develop operational routines and support unit business continuity. An Ops Proficiency Coach on our team:
• Analyzes performance results at an individual and group level to identify performance patterns that positively and negatively impact key performance indicators
• Leverages a variety of reports and activities to analyze performance including but not limited to key performance indicator (KPI) reports, scorecards, call listening, side-by-side observations
• Collaborates with peers and leaders to validate analysis and identify a solution to drive improvements in key performance indicators
• Delivers coaching to individuals and to groups to sustain and improve positive performance patterns and mitigate the impacts of negative patterns
• Delivers coaching to individuals and groups to improve conformity to desired best practices that drive consistent client experience and outcomes within desired controls
• Supports the onboarding process of new employees in a variety of ways including, but not limited to, delivery of training content and practice experiences, assign and manage workflow for new employees, and troubleshoot a variety of access issues
• Supports activities necessary to implement change or respond to continuity needs

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22041214

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Jim Sladicka [C]

Referral Bonus:

0