McKesson Customer Care Performance Coach in Fort Worth, Texas

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. It starts with the chain of events you initiate when you work with McKesson Pharmaceutical - a chain that extends across the country and results in millions of people getting more from their healthcare.As the leader in pharmaceutical distribution and supply chain management, McKesson Pharmaceutical delivers vital branded and generic pharmaceuticals, as well as over-the-counter products, to more than 40,000 customers in three primary segments: retail chains, independent retail pharmacies and institutional providers such as hospitals, health systems, integrated delivery networks and long-term care providers. We base our distribution excellence on electronic order processing, asset management tools, a commitment to Six Sigma methodology, order accuracy and supply chain safety. We work with our customers on solutions - including supply management technology, world-class marketing programs, managed care and repackaging products and services - that help them meet their business and quality goals. Our entire team works to ensure patients receive their medications efficiently and begin the process of healing. As the nation’s largest pharmaceutical distributor, US Pharmaceutical is committed to driving total pharmacy health for customers and ensuring that customers receive the right drug at the right time, every time. This commitment is underpinned by McKesson’s focus on providing customers with the industry’s highest product availability, intelligent ordering capabilities and unmatched service accuracy. Join our team of leaders to begin a rewarding career.Position Description Performance Coaches play a vital role in the success of our ServiceFirst Organization, its teams and agents. With a strong focus on Development and McKesson ILEAD/ICARE principles, the PC will partner with their supervisor to assure that the team meets its performance metrics, quality performance, and business objectives along with encouraging a strong positive team environment.

Job Responsibilities:

Resolve agent and customer issues

Performs call monitoring and provides trend data to site management team

Conduct a minimum of 20 individual and group coaching sessions per month

Conduct Side by Sides with agents to identify opportunities during agents calls

Log all coaching, side by side, and training sessions in Verint for agent and management review

Provides feedback to call center management team

Prepares and analyzes internal and external quality reports for management staff to review

Uses quality monitoring data to identify training opportunities on individual and group levels

Coordinate with Business Effectiveness to develop and facilitate training

Serves as a liaison between representatives and management team

Represent the team on special projects / initiatives

Provide coaching and feedback on the phone for agents

Identify and report system issues

Develop refresher trainings to present to agents in monthly team meetings

Update SOP’s and other procedural documentation with the Performance Coach team and send for review to management

Review agent support errors and identify coaching opportunities for individuals and/or groups

Tracks individual agent statistics in Verint, recognizing areas where tips and tricks would be beneficial

Work together as a Performance Coach team to meet a minimum service level requirement of 70 for the Assist Line queuesQualificationsMinimum Requirements4+ years customer service experience Competencies/Qualifications:

Communication Skills – Ability to communicate effectively both orally and in writing (including presentation)

Problem Solving and Decision Making – Ability to make effective judgments on available data and identify steps to be taken to achieve objectives

Initiative – Proactively researches solutions and volunteers for special projects

Time Management – Effectively manage priorities and maximize use of time

Adaptability – Ability to adjust to process, procedure, and company changes

Ability to Motivate and Develop Team MembersAdditional Knowledge & Skills

Excellent oral, written and interpersonal communication skills

Exceptional listening and analytical skills

Strong knowledge of customer care processes and techniques

Demonstrated ability to work well in a team environment

Dedication to providing exceptional customer serviceEducationHS Diploma or EquivalentPhysical RequirementsGeneral Office DemandsBenefits & Company StatementMcKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.Agency StatementNo agencies please.Category: Customer Care