Performance Coach

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys. Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

About the role

The Performance Coach is responsible for assessing the skill level of Customer Service Representatives and identifying their learning needs. The Performance Coach will collaborate with department leadership to create effective training materials and deliver quality training programs essential for learning.

Responsibilities

• Assess the skill level of employees to create and deliver effective training materials and programs effectively in a one-to-one in-person or virtual, and group setting.
• Responsible for creating a motivating environment for employees by using various communication and learning styles, tools, and techniques.
• Develop and facilitate training presentations clearly and persuasively in positive and negative situations.
• Responsible for anticipating and identifying the learning needs of Customer Care Representatives, and provide training, support and coaching for in-house and offshore teams.
• Review and monitor employees process and KPI evaluation results to identify gaps and trending issues that are causing deviations and make any necessary recommendations for improvement.
• Identify department training opportunities based on audit/quality trends, changes in policies or procedures or other business initiatives.
• Maintain current, comprehensive integrated understanding of department specific expertise (and related departments) policies and procedures.
• Coach employees when deficiencies in performance and behaviors are identified, and/or escalate to management when needed.
• Collaborate with the company's Quality Audit team to ensure guidelines, information, and technology are consistently updated and aligned with current standards.
• Other duties as assigned.

Requirements

• Two (2) years of classroom training, curriculum and performance development related experience.
• Three (3) years of call center training experience.
• 3-5 years of customer service call center experience.
• High School diploma or GED required.

Skills

• Intermediate knowledge of Microsoft Office products, such as PowerPoint, Word, and Excel.
• Excellent written and verbal communication, and interpersonal skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Strong critical thinking capabilities when analyzing information to make appropriate decisions.
• Effective problem-solving skills.
• Ability to collaborate cross-functionally.
• Must be organized to manage multiple projects at one time.
• Ability to prioritize competing demands given by management.
• Display flexibility in adapting to rapidly changing conditions.
• Must be reliable and follow through on commitments and meet deadlines.
• Overtime required – as needed.
• Travel 0-10% – as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX.

Qualifications

• ATD Certification is a plus!
• Knowledge of federal regulatory guidelines such as ECOA, Fair Lending, CRA, FCRA, etc. is highly preferred!
• Experience working in a captive finance company and/or vehicle leasing environment is preferred.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
• The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.

Schedule

This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-8PM Monday through Friday and on weekends as needed.

An applicant must be authorized to work in the United States to be eligible for this position.