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Performance Coach- Great Wolf Lodge

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Summary: This is a remote, work-from-home position, responsible for working closely with near shore business process outsourcing (BPO) partners as part of Great Wolf’s Customer Contact Center (CCC). The person in this role will provide coaching to service associates and BPO leads and will help identify trends, issues and gather data to ensure that BPO partners maintain GWL standards and expectations. This role is critical to ensuring that we provide top-notch call center services to our guests, so families can fully enjoy a fun and joyful experience at Great Wolf Lodge!


  • Be a subject matter expert for service associates and BPO leads in real-time, ensuring adherence and achievement of performance standards
  • Assist with questions in regards to product features, policy, and operational processes to help associates facilitate and ensure appropriate customer resolution
  • Provide virtual coaching and real-time assistance with BPO SMEs, Leads, and Trainers via remote technology
  • Collaborate with BPO operations and cross functional teams to ensure execution of ongoing skill development and training of service associates
  • Collaborate with Workforce Management to ensure proper staffing to meet SLAs, AHTs and productivity metrics
  • Collaborate with cross functional teams to execute strategies and initiatives to help associates resolve real-time customer questions and concerns
  • Share best practices for providing best in class customer service
  • Drive results by engaging, motivating and providing constructive feedback to team members
  • Communicate any customer sentiment trends or issues to the BPO Operations
  • Help drive and cultivate a strong and healthy team culture with the BPO Operations
  • Real-time interaction monitoring of calls, emails, chats to identify customer experience opportunities
  • Attend weekly BPO business meetings

Required Qualifications:

  • High School Diploma or GED equivalent required
  • Ability to work a varying schedule – Performance Coaches share coverage of operation that is open 7a-11p CST seven days a week
  • Strong analytical skills to identify KPI trends and patterns in a dynamic work environment
  • Demonstrates an above average attention to detail including excellent written and oral communication skills
  • Strong administrative, coaching, presentation and organizational skills
  • Ability to develop rapport with agents, management and guests; ability to maintain strong working relationships
  • Proficient in Microsoft Office suite

Preferred Qualifications:

  • Minimum of 3 years in a supervisory role in a direct or matrixed reporting structure, preferably in a contact center environment
  • Hospitality, Theme Park or Call Center experience a plus
  • Experience with e-learning platforms
  • Previous experience working with BPO/vendor partners and/or previous experience with cross functional teams in a remote environment
  • Proficient with call center technology including: Vonage, Verint Monet, Opera, Salesforce

Home Office / Computer / Internet Requirements:

  • A private workspace or home office free from distraction
  • Access to laptop or desktop computer (Chromebooks are not supported at this time)
  • Minimum System requirements:
    • Intel Core I5 or Core I7 CPU
    • 16GB DD4 Memory
    • Windows 10 version 1903
    • Citrix Workspace App version 1911
    • IE version 11 and latest version of Google Chrome
  • Reliable, high speed internet (minimum 25 MB download and 5 MB upload )

Compensation & Benefits: The expected compensation for this positon is $26/hr. In addition, Great Wolf is proud to offer rich benefits including:

  • Medical/Dental/Vision
  • 401(k)
  • Paid time off
  • Lodge stay discounts
  • Rewards & recognition
  • And more!