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Crash Champions · 2 weeks ago

Team Performance Coach

Westmont, IL

Full-time

Onsite

Mid, Senior Level

$55K/yr - $65K/yr

Crash Champions is the largest founder-led multi-shop operator of high-quality collision repair service in the U.S. The Team Performance Coach will supervise and develop a team, manage customer inquiries, and ensure adherence to performance standards while fostering a positive team environment.

AutomotiveService Industry

Hiring Manager

Katie Matherly

Responsibilities

Manage customer and carrier related inquiries and escalations

Mentor and support a multi-channel team (inbound and outbound calls, chat, email, support tickets, tow, etc.)

Monitor interactions, workflow, and KPI metrics to ensure adherence to performance, quality, and efficiency standards

Conduct and score quality call observations for teammates and provide effective teammate coaching and development as needed

Conduct regular touch bases, one-on-ones, and team huddles

Develop and lead employee engagement, recognition and success acknowledgement and celebrations

Develop and maintain an environment and relationships with teammates that lead to a consistent pattern of retention

Prepare progressive corrective action documentation, review attendance record with CEA, and escalate corrective action plans as needed

Guide Teammates/Team

Performance Reviews

Promotion/Termination decisions (with support of department manager(s))

Training and additional development opportunities

Conduct applicant interviews – participate in candidate selection and extend job offers

Facilitate New Hire Training and ongoing teammate support/assistance

Coordinate timely and sufficient collection of overtime to meet business needs

Qualification

CoachingVerbalCustomer FocusWritten CommunicationMicrosoft Office SuiteBusiness AcumenAccountabilityResults DrivenSound JudgmentDelegationHiringStaffingTeamwork

Required

Teamwork: Builds strong relationships and works collaboratively with others to meet shared goals; Strengthens relationships by promoting mutual trust and supporting teammates

Accountability: Holds self and others accountable to meet and exceed commitments; Focuses on quality results, monitors progress, learns from mistakes, and strives for improvement

Results Driven: Can be counted on to drive pace to achieve results and consistently meet or exceed expectations; Executes priorities with a focus on critical work to achieve targeted goals

Sound Judgment: Makes good decisions by analyzing the situation, leveraging experience, and using available information; Objectively evaluates problems, discovers root causes, and works toward timely resolution

Customer Focus: Maintains a relentless focus on customers and is committed to the continuous improvement of services; always Keeps internal and external customers in mind and strives to proactively address customer concerns and needs

Verbal and Written Communication: The ability to effectively communicate ideas and/or views both verbally and through writing

Coaching: The ability to encourage and guide teammates in order to improve their performance and enhance their self-perception and skills

Delegation: The ability to delegate routine and important tasks in order to share both responsibility and accountability

Hiring and Staffing: Skilled at finding the best talent available for the role

Business acumen: the ability to analyze, strategize, and support business objectives

Proficient in Microsoft Office Suite, including Excel, Word, Outlook, and Teams

Model the Way: Be authentic to Crash Champion's Core Values, 'The Crash Champion Way'; Be the example by aligning your behaviors in a way that shows others how to act

Inspire a Shared Vision: Challenge yourself and your team by creating bold objective that excite and inspire; Create a personal connection between a teammate's goals, your team's goals and Crash Champions

Challenge the Process: Be the owner of the process committed to constant improvement both personally and collectively as a team; Look for new ways to get things done effectively and learn from mistakes

Enable Others to Act: Develop your talent by ensuring teammates are engaged, challenged, and growing; Share power and responsibility by involving your team on routine and important tasks and decisions

Encourage the Heart: Recognize hard work and reward success; Build strong relationships by caring about your team and celebrating both large and small victories