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Team Coach, Contact Center


Job ID 8969242 Date posted 08/11/2018 Location Madison, Wisconsin Job Type Full-time - Regular

Job Purpose: The Team Coach will directly supervise the day to day functions of our Contact Center Agents. The Team Coach contributes to the success of the Customer Contact Center by assisting the Team Supervisors and Contact Center Manager through the on-going coaching of Contact Center Agents that assist guests with vacation planning.


  • Guide and coach a team of Contact Center Agents
  • Actively engage with Contact Center Agents
  • Deliver coaching to Contact Center Agents with a strong focus on the effortless guest experience
  • Own the development of Agents to become competent in all levels of the Competency Program
  • Conduct weekly meetings with Agents to discuss performance, while providing feedback regarding key performance indicators
  • Hold Agents accountable for performance standards
    • Assist the Team Supervisor with the administration of performance improvement plans, corrective actions, and formal performance reviews
  • Communicate information regarding new policies and promotions and ensure Agents fully understand and are competent in the processes
  • Provide encouragement, support, and positive reinforcement to all Agents
  • Lead by example while embracing and promoting the Great Wolf culture
  • Complete assigned Quality Monitoring of contacts in an effort to provide coaching and feedback to ensure excellent guest service is delivered on a consistent basis
    • Primary focus should be on developing and enhancing phone skills, written communication skills, maximizing the guest experience, and converting opportunities into reservations and add-on packages.
  • Ability to interface with all levels of our organization from front line Contact Center Agents to corporate visitors and lodge guest service team
  • Assist the Team Supervisor in administering performance improvement plans and formal reviews when appropriate. Escalate performance or policy violations to Team Supervisors as they occur. Promote the High Paws recognition program by recognizing Pack Members on our Service Values to create a positive working environment
  • De-escalate guest situations to find a proper solution that resolves the guest's concerns and maintains the integrity of the Great Wolf policies and procedures
  • Proactively offer solutions and suggestions for process and product improvement to leadership
  • Assist with contact center guest interactions based on business needs and as volume requires
  • Complete daily tasks as assigned by Team Supervisor and Contact Center Manager


Required Qualifications:

  • High School Diploma or GED equivalent
  • Minimum 3 years customer service experience
  • Proficient in Microsoft Word, Excel and Outlook
  • Flexible Schedule -- Team Coaches share coverage of operation that is open 6a-12a Sunday through Saturday

Preferred Qualifications:

  • Hospitality experience a plus
  • Experience in a contact center a plus
  • Experience in a customer service leadership role with coaching responsibilities a plus
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