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Job Coach

Customer Service Rich Text

We are seeking an action oriented, forward-thinking subject matter expert Job Coach for our Court Research Production team in a multi-channel contact center environment. 

As a Coach you will be focused on developing and mentoring our new hires and operations staff, providing the needed assistance to help them practice and implement their new skills. A coach in this role will analyze metrics and observe agents with the purpose of identifying improvement areas to help agents improve and grow. 

The coach will meet with team members, both in group and individual settings, to provide the necessary feedback to facilitate growth and development. The coach will partner with the training team, supervisors, and managers to coordinate ongoing development. 

Coaches will work with varied sized groups at any given time and be responsible for performing side by side, reviewing metrics and daily performance with the purpose of identifying areas for growth and development.

Coaches will be responsible for utilizing training material and job aides, performing role play and utilizing other learning tools for the purpose of coaching operations team members.

What You'll Do:

  • Evaluate ways for overall technology use for improvement, composing division specific curriculum, and then executing an effective training program to help us attract and retain the best talent.

  • Required to work with operations teams to identify opportunities for improvement and adjust materials/training to drive solutions.

  • Support a culture of continuous process improvements through regular end to end process reviews.

  • Participate in cross functional discussions on improvement initiatives.

  • Develops training schedules based on the evaluation of the need for new staff.

  • Review monthly quality assessments of work product for all staff and provide individualized trainings to target areas of underperformance.

  • Provide mentoring, feedback, and coaching to contact center agents regarding job duties and customer service skills

  • Navigate existing job tools and materials and enhance to fit learner needs

What Experience you Need:

  • Bachelor's Degree or equivalent experience.

  • 1-3 years' experience in court operations.

What Could Set You Apart:

  • Background in court research.

  • Experience implementing training programs preferred.

  • Proven track record on developing training programs utilizing adult learning styles.

  • Proven ability to design appropriate training programs and materials to support all staff technical training needs (e.g. e-learning modules, in classroom, process flows, checklists).

  • Proven track record of coordination with other teams to achieve company objectives.

  • Ability to navigate Workday training for compliance purposes and support annual training requirements.

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible?  Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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