NYCM Insurance — жеке тұлғалар мен бизнеске мүлік және жазатайым оқиғалардан сақтандыру өтемін ұсынатын АҚШ сақтандыру компаниясы. Оның қызметтері қатарында автокөлік пен тұрғын үйді сақтандыру сияқты жеке сақтандыру полистері, сондай-ақ коммерциялық сақтандыру шешімдері бар. 1899 жылы құрылған компания сақтандыру және қаржы салаларында жұмыс істейді және шамамен 501–1 000 қызметкерден тұратын командасы бар. Бұл профиль андеррайтинг, сақтандыру талаптарын реттеу, клиенттерге қызмет көрсету, технология және басқа да бизнес функциялары бойынша қалыптасқан сақтандыру компаниясындағы мүмкіндіктерді қарастыратын кандидаттарға арналған.
Customer Experience Coaching Coordinator — NYCM Insurance (Hybrid, New York)
Lead the design and improvement of customer interaction coaching programs at NYCM Insurance. Use coaching metrics and customer feedback to strengthen frontline performance and consistency.
Сипаттама
- Lead and improve the organization’s interaction quality coaching program from planning through delivery.
- Create and maintain coaching methods, evaluation criteria, workflows, tools, documentation, and standards.
- Assess the program’s effectiveness, consistency, adoption, and overall performance.
- Review coaching outcomes, quality measures, customer sentiment, and interaction trends to uncover recurring behaviors, performance gaps, root causes, and improvement opportunities.
- Maintain scorecards, dashboards, and reports, and share practical findings and recommendations with division leaders.
- Create and lead workshops, training, conversation guides, job aids, and other learning resources.
- Act as the program’s subject matter expert, advising Interaction Coaches on calibration, best practices, tools, and resources.
- Partner with Customer Experience and organizational leaders across phone, chat, email, text, and other customer channels.
- Manage and improve customer experience intelligence platforms such as Scorebuddy, including configuration, evaluation frameworks, analytics, reporting, and ongoing enhancements.
- Lead calibration sessions and joint reviews across teams and divisions.
Талаптар
- High school diploma or equivalent, plus related experience that demonstrates the knowledge, skills, and abilities needed for the role.
- Ability to create, launch, assess, and continually improve interaction coaching programs, methods, and performance initiatives.
- Understanding of customer experience principles, customer intimacy strategies, interaction quality standards, coaching methods, and adult learning.
- Ability to interpret coaching results, quality measures, customer feedback, and operational data to find trends, root causes, and opportunities to improve.
- Ability to build coaching frameworks, evaluation criteria, scorecards, dashboards, reports, and useful performance insights.
- Ability to create and lead workshops, training, coaching resources, job aids, and other learning materials.
- Ability to build collaborative relationships, advise business partners, lead calibration sessions, and influence outcomes across departments without direct supervisory authority.
- Ability to assess program effectiveness, recommend and implement improvements, and encourage consistent coaching, evaluation, and calibration.
- Strong business judgment, project management, communication, and presentation skills.
- Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
- Proficiency with customer experience intelligence tools such as Scorebuddy.
Артықшылықтар
- Hybrid schedule with two days in the office.
- Full-time role.