Customer Service – LEAP Team

‘Day In The Life’ Trainer and Coach

Partnership
Team of Experts (TEX) will make us Famous for Care! As you are on-boarding new employees
in TEX, Messaging and NMA, the LEAP approach creates an ideal environment for maximum
employee retention and extraordinary performance from the very beginning. This document
provides you a high-level overview of a day in the life of the Trainer and Coach partnership. You
will gain an understanding of how these roles interact within the classroom and on the floor to
create an environment that fosters the growth of our new hire Experts. The partnership is
imperative and brings the Team of Experts vision to life at your site. As leaders, you are
empowered to take additional steps beyond what is outlined in the document to create a
successful partnership.
Classroom
 Daily Game Plan
o Trainer and Coach review the instruction schedule together to determine key
topics for collaboration.
o Holistically review previous classes and discuss successes and areas of
opportunity.
o Trend results in THRIVE and create Learn, Observe, Collaborate (LOC) plans.
o Review and prepare huddles and activities for the upcoming class.
o Daily planning to ensure Mentors and New Hire Team have necessary coverage
throughout the day, ensuring Coaches complete coaching sessions.
o Review question logs from call taking to determine any knowledge gaps and
prioritize topics for debriefs and additional teaching.
o Trainer and Coach partner to compile insights for the day to be sent to Managers.
o Trainer and Coach discuss observations of the team, including attrition risks,
outliers and standout performers.
 Coaching & Expert Support
o LEAP Coaches listen to NH THRIVE recordings, grade the practice experience,
and provide behavioral feedback to support learner progress.
o Prior to role play activities, Trainer and Coach model the behaviors with a sample
scenario.
o Trainer or Coach will initiate activities while the other leader assists real-time,
confirming Experts are able to access documents or systems needed.

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 o Trainer and Coaches will collaborate to identify impacting behaviors and share a
document/record of each learner’s current action plan with one another. Start
identifying behaviors and coaching as early on as possible, one behavior at a time.
o Leaders will update Hit/Miss Trackers so that Experts can see what they are
focused on and how well they are executing.
o Trainer and Coach provide in the game feedback during role plays and activities,
specific to each learner’s behavior of focus.
o Leaders will track next level behaviors to be prepared for quick mastery of action
plans and maximum development for our Experts.
o Coaches will develop Experts based on behavioral successes and opportunities.
o Trainer will leverage the information to address knowledge gaps in the classroom.
 Classroom Discussions
o Trainer facilitates content while Coaches share best practices and real-world
customer examples regarding the topic being trained.
o Coaches facilitate key modules like foundational behaviors and metrics.
o Trainer will re-dip the team in challenging topics discovered during call taking.
o Coaches circulate the classroom to encourage participation, reinforce C2 and tool
use, ensuring all Experts are hands on and engaged in the discussion.
 Daily Debrief
o Trainer and Coaches meet in advance of debriefs and identify key behavioral
successes and opportunities for the class.
o Celebrate successes of the day.
o Review 1 or 2 key learnings from the day; it is important to keep it simple and
focused.
o Keep an on-going list of questions asked and behavioral opportunities for future
debriefs.
o For debriefs, gather call drivers from Mentors, based on the trends collected using
LEAP tools (Question Log, Hit/Miss Tracker, etc.)
Modified TCC & TCC
 Daily Game Plan
o Prior to shift, Coaches and Trainer will review previous day’s materials (Question
Logs, Task Completion Chart, Hit/Miss Trackers, etc.) and plan the following:
 Coaching sessions, call listening, and side by sides for each role to
complete.
 Create Task Completion Chart and Support Agenda for Mentors
 Plan Instructor Led Training (ILT), Web Based Training (WBT) or
activities that will close knowledge gaps and improve behavioral
opportunities observed.
o Trainer will facilitate any Continuing Education courses.
o Leaders communicate daily plan with Mentors.

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 o Coaches and Trainer meet with LEAP Manager for updates.
 Huddle and Debrief
o Coach and Trainer partner together to review Question Logs, Hit/Miss Trackers,
behavior observations from side by sides, call listening etc. to determine daily
focus and priorities.
o Identify daily huddle and debrief activities.
o Coach works with Mentors to highlight their role during the huddle and debrief.
o Coach and Trainer work together to deliver the huddle and debrief, celebrating
wins and focusing on one or two learning opportunities.
 New Hire Database
o Coach and Trainer partner together to Update New Hire Database daily with:
CORE quality, assessment scores, AUX Time, CRT, and coaching logs.
o Training Manager partners with LEAP Manager to audit daily.

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