The SCC Team Coach is responsible for driving strong outcomes for our customers via ensuring our customer facing teams within SCC are achieving their goals. They're a partner to the Team Lead, providing ongoing coaching, data analysis, project support, and daily 'floor leader' responsibilities. This work includes acting as a subject matter/process expert in training, quality, the work their team does day to day, and supervising operations. The Team Coach is an expert within a team or channel. This role will be a resource for their line of business on their shift by answering associate questions, handling escalations, and sharing updates. The Team Coach will proactively identify opportunities for continuous operational improvement through root cause analysis, deep dives into tickets or data, and shadowing interactions. Based on these learnings, they'll work with their Team Lead and cross-functional partners to implement short and long term solutions to improve overall outcomes for our customers. They're focused and organized in an incredibly fast paced work environment,



able to work through ambiguity, and adept at root cause analysis and continuous improvement. Responsibilities Identify gaps in associate content and process creation and improvement - working with content teams and support services as needed to make changes or updates to content. Participate in closed loop processes to validate and prioritize feedback from multiple sources such as Compass feedback, quality calibrations, etc Attend SCC quality calibrations and complete agent audits Perform quality reviews/audits to identify opportunities for process improvement and/or performance opportunities that drive right resolve and experience for customers Assist in the development and presentation of Weekly/Monthly/Quarterly Business Reviews Responsible for change management for process and operational changes to teams as needed Supervise daily team operations Act as a subject matter expert in and identify trai

📌 Team Coach, Deactivations (México)
🏢 Lyft
📍 México