CES Training Nesting Coach

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Job Summary (Purpose):

A Customer Engagement Services (CES) Training Nesting Coach specializes in supporting new contact center agents during their critical transition from classroom training to live customer interactions. This role provides structured guidance through side-by-side shadowing, real-time coaching to help new agents successfully navigate their first weeks for the all-customer contact channels while building confidence and competence.

Key Characteristics:

• Communication - Ability to clearly articulate information, facilitate discussions, and adapt communication style to different audiences.
• Coaching - Provide ongoing coaching and support to employees to help them apply newly acquired skills and address challenges in their roles.
• Emotional intelligence - Recognizing when agents need encouragement versus technical guidance.
• Technical proficiency - Expert knowledge of systems, procedures and troubleshooting techniques.
• Analytical thinking - Identifying patterns in performance challenges to develop targeted coaching plans.

Duties and Responsibilities:

• Shadow multiple new agents during their initial phone, chat, and email interactions, providing immediate feedback and guidance post training. Ratio 1:5 per Nesting Coach.
• Provide employee evaluations to the CES Management team to assist in the creation of personalized development plans based on each agent's strengths and growth areas.
• Assist with troubleshooting technical issues and navigating complex customer service request and systems.
• Conduct daily huddles to address common challenges and celebrate early wins.
• Provide side-by-side coaching during difficult customer interactions during the training transition duration.
• Serve as a bridge between formal training and contact center management.

• Evaluate employee performance, works with L&D Manager and CES Leaders to determine trends and areas for continuous education.
• Collaborate with Technical Writers and Instructional Designers to create and maintain end user documentation including, step by step procedures, job aids, and standard operating procedures.
• Assist Learning and Development Trainers/Facilitators in classroom training by monitoring and evaluating employee participation, as well as conduct role play evaluations.
• Handle incoming customer requests via phone, chat, email on non-training days.

Knowledge, Skills and Abilities:

• Strong knowledge of contact center metrics and quality standards
• Excellent communication skills with ability to provide constructive feedback.
• Patience and empathy for the challenges faced by new agents.
• Familiarity with contact center technologies and troubleshooting processes.
• Understanding of how adults learn best, including the importance of relevance, active participation, and practical application.

• Proficient in Microsoft Office products (Word, Excel, Outlook, and PowerPoint).
• Excellent listening skills
• Strong desire and aptitude for employee training and development

Education and Experience Required:

• BS/BA in Business, Learning & Development or a related field or equivalent work experience.
• 2+ years’ experience in contact center operations or customer service roles,

• Demonstrated expertise in call handling techniques and customer service best practices.

• Demonstrated experience is employee coaching and development.
• Demonstrated knowledge of adult learning theory and instructional design

• Excellent facilitation and presentation skills in virtual and face to face classroom delivery.

Preferred Experience:

• Propane industry business knowledge preferred.

• AmeriGas system knowledge: CRM, SAP, SuccessFactors, etc.

• Advanced knowledge of AmeriGas policy and procedures

Working conditions:

• Normal office environment (hybrid)
• Up to 50% Travel