Learning and Performance Nesting Coach

Ring (www.ring.com) is currently seeking a Learning and Performance Nesting Coach to join our dynamic Training team at our Malvern, PA location.
 
This role is perfect for someone with a ton of passion for coaching and developing new team members to transition from training to production ready to wow our Ring neighbors.  If you have a real love for helping people grow and succeed, then Ring it on!
 
The Learning and Performance Nesting Coach will be responsible for supporting New Hires as they take calls during their third week of training in the nesting bay.  He/ She must possess proven coaching and development experience that drives trainees to apply their knowledge seamlessly when they transition to production. Qualified candidates will be motivated, driven and have a desire to ensure their trainees exceed all call metrics and quality expectations post-training.  Candidates will be creative resourceful, able to adapt to and manage through change and will do it all with enthusiasm and a smile!

Responsibilities:

  • Provide an exceptional coaching experience for new agents to reinforce customer service techniques, technical troubleshooting and first call issue resolution
  • Consistently evaluate agents to ensure proficient, accurate and empathetic communication with our valued customers
  • Facilitate pre and post-shift huddles
  • Ensure accuracy in system processes, product knowledge and account/issue research for efficient handling of customer issues
  • Deliver and document, both positive and constructive feedback, to trainees in a supportive manner to help trainees reach their goals and meet Ring’s expectations, while feeling cared about
  • Document daily performance feedback for all of the trainees and track attendance
  • Manage the inventory for headsets and y-cords
  • Partner with trainers to assist with Side-by-Side planning for trainees
  • Other related duties as assigned

Knowledge, Skills & Abilities: 

  • Proven leadership and coaching experience to drive trainees towards results
  • Comfortable delivering constructive feedback to address knowledge, skill, and performance gaps
  • Ability to accept and apply feedback
  • Confident suggesting ideas and implementing initiatives that just make sense

Essential to the job:

  • A minimum of 1 year of coaching/leadership experience in a call center environment.
  • Ability to work in a fast-paced, ever changing environment
  • Willingness to put in extra hours to address business needs and available as needed for nights or/and weekend nesting
  • Time management, organization and dependability
  • Excellent communication skills; both verbal and written
  • Ability to stand for long periods of time

Nice to have:

  • Bachelor’s Degree
  • Advanced hardwiring and Wi-Fi expertise
  • Bilingual (Spanish) – a plus

About Ring 

Ring's mission is to reduce crime in neighborhoods and empower consumers by creating a Ring of Security around homes and communities with its suite of smart home security products: Ring Video Doorbell, Ring Video Doorbell Pro (HomeKit-enabled), Ring Stick Up Cam and the new Ring Floodlight  Cam. With these security devices, Ring has created the neighborhood watch for the digital age and continues to keep homes around the world safe. For more information, visit www.ring.com. With Ring, you're always home.  

Meet Some of Ring's Employees

Eugene L.

Lead Software Engineer

Eugene and the Software Engineering Team create scalable software systems that are equipped to effectively handle millions of doorbell rings and motion alerts every day.

August C.

Director, Operations

August focuses on employee needs and Ring’s overall success. He also works closely with communities and customers to ensure their home security needs are met.


Back to top