Customer Experience Senior Specialist (Coach)

Overview

Application Deadline: Ongoing until positions are filled.

to apply, please visit the TP Careers site at https://www.tp.com/en-us/careers.

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success. 

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families. 

Equal Opportunity Employer 

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here.  Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

This is a temp position that ends by or before December 8th, 2026.

Responsibilities

• Coaches must have the experience of taking calls, applying training and proven proficiency in the role.
• Must maintain the ability to assist on the phone if needed for consumer escalations or due to understaffing as dictated by UHS only.
• Support training initiatives and strategy.
• Coach Agents/Representatives to improve knowledge, engage consumers, compliantly enroll Consumers into an appropriate plan, and enhance sales skills where appropriate.
• Collaborate with Operations Manager and site Supervisors to develop and then execute upon daily plan to drive improved performance.
• Coach and update Agents/Representatives via call calibrations, one-on-ones, live side-by-sides, huddles, team meetings, etc.
• Drive high-performance sales, compliance and consumer experience standards and outcomes by executing on the details outlined within this Operations Guide as well as the L.E.A.D training.
• Actively monitor agents via Live listen
• Recommend changes when necessary.
• Assist in implementation of new processes.
• Complete UES documentation and coaching

Qualifications

• High School Diploma
• Must have an active healthcare license
• At least 1 year call center experience
• MUST be available to work any 8 hours between 7:00AM–7:00PM EST Mon-Fri
• Ability to teach and coach to improve sales performance.
• Self-Motivated, as well as the ability to motivate a team to success.
• Values accountability.
• Eagerness to help people.
• Ability to adapt quickly to change.
• Ability to work collaboratively with the Team Supervisor to improve overall team performance in a brick and mortar and/or a remote environment.
• Support the learning environment.
• Apply knowledge of curriculum topic objectives.
• Demonstrate ability to effectively coach training objectives.
• Coach skill set and incentive base should be different from an Agent/Representative. Coach incentive should be based on team performance and not their individual performance.
• Values competition.
• Experienced with the Microsoft Office Products – Excel, Word, and PowerPoint
• Must pass background and drug test 

Required Skills

BEST Skills

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

AI Proficiency

Data Literacy 

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.