Skip to main content

Coaching Manager

Location Mabalacat, Pampanga, Philippines Category Corporate Job Id ASU0014978
Apply Now
Back to search results
Previous job Next job
JOB DESCRIPTION
The Coaching Manager is a trusted subject matter expert that acts as an advisor to call center Site Directors. The position oversees the implementation of training, uphold coaching standards, and drive performance across multiple functions in order to create a world-class coaching environment. The incumbent will observe, evaluate, and provide feedback on experts and coaches to senior leaders. In collaboration with Site Leaders and Coaches, the position is responsible for the development and integration of performance management and coaching programs. The Coaching Manager will assist Site Leadership in identifying bench strength amongst the Coach and Expert populations by auditing coaching sessions between Coaches and Experts in order to provide feedback on the quality, quantity, and effectiveness of sessions. Track the effectiveness of performance coaching sessions and provide analysis and reporting on the results. Conduct one on one and group coaching sessions with Coaches and Managers to strategically improve coaching and development techniques. Improve team member satisfaction by creating an environment consistent with Asurion's Core Values, resulting in retention and engagement of Coaches and Experts.

Key Accountabilities:

•           Implement and drive performance through coaching and leadership development programs

•           Provide leadership and coaching to people leaders and professionals

•           Provide expertise in the planning, facilitation, and organization of coaching initiatives with employee leadership for both frontline and professional teams

•           Create an inclusive environment that embraces and derives value from diversity and change

•           Continually conduct needs assessments to design and develop coaching initiatives

•           Attend, observe, and facilitate regular coaching and leadership sessions to develop leaders

•           Observe performance coaching sessions and provide analysis and reporting on the quality and effectiveness of the leader

•           Facilitate or coach to the implementation of and education on new tools and resources available to call center management and employees

•           Manage multiple cross-functional learning and performance support projects

•           Hold stakeholders accountable for actions in the implementation and development of new tools and processes

•           Counsel stakeholders to solve problems and remedy issues of decreased productivity and efficiency

  • Ability to provide and receive constructive feedback in order to address opportunities, course-correct, and drive performance improvement

Personal Competencies and Attributes:

•           Demonstrates an uncompromising level of honesty, trustworthiness, and ethical behavior

•           Exudes the ability to inspire, motivate and influence others to achieve

•           Exercise good judgment and utilize creative problem-solving skills

•           Appropriately prioritize team goals and individual goals to effectively achieve business objectives

•           Demonstrated excellence in communication (written and verbal) with internal and external customers

•           Detail-oriented and exhibits an urgency to achieve results

•           Demonstrates an intensely personal commitment to their job

•           Strong organizational skills and the ability to handle multiple tasks

•           Results-driven, action-oriented, and self-motivated mindset

•           Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity

•           Strong relationship building and influencing skills at a variety of levels

•           Experience with call center technology, including, workforce management agent productivity tools, and quality management tools.

•           Proficiency using MS Office with a focus primarily around Excel & PowerPoint

•           Knowledge of principles and methods for coaching curriculum and training design, and teaching and instruction of individuals and groups

•           Knowledge of Asurion principles and processes for providing customer and personal services

•           Minimal Travel Requirements

For internal applicants: Must be in current role for at least 12 months

Close the popup
Apply Now

Get notified for similar jobs

Sign up to receive job alerts

Success! Successfully subscribed for similar jobs ok Failure! You have already subscribed for this job ok Failure! Failed to subscribed for similar jobs ok
Manage alerts

Success!

Successfully subscribed for similar jobs

Failure!

Get tailored job recommendations based on your interests.

Similar Jobs

  • Manager Process Innovation

    Location Mabalacat, Pampanga, Philippines Category Corporate Job Id ASU0013327 Job Type Full time

    For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued. We help people do more with their techn...

  • Senior Manager, Workplace Solutions

    Location Sta. Rosa, Laguna, Philippines Category Corporate Job Id ASU0015051 Job Type Full time

    The position will conduct planning, organization, delivery and support all facilities and building services for the different sites of Asurion in the Philippines. The role will ensure the efficient an...

  • AV Engineer III

    Location Taguig City, National Capital Region (Manila), Philippines Category Corporate Job Id ASU0015052 Job Type Full time

    The AV Engineer III Position will be responsible for maintaining, implementing, training, and ensuring daily as intended functionality of all Asurion’s Conference Room, Digital Signage, and Smart Buil...

No recommendations found

Jobseekers Also Viewed

  • DevOps Engineer 3

    Location Remote, Philippines Category Product & Engineering Job Id ASU0014529

    Asurion is seeking Dev Ops engineer who is passionate about learning new technology and love problem-solving. At Asurion, we don’t just redefine—we reinvent. We began by establishing a culture that...

  • Customer Support and Sales Representative

    Location Sta. Rosa, Laguna, Philippines Category Customer Care Support and Sales Job Id ASU0014117 Job Type Full time

    The Customer Service Representative is responsible for acting as a liaison between customers and the Company. Provide product/services information and resolve any emerging problems that customers m...

  • Part Time Field Sales Representative

    Location Milpitas, California, United States of America Category Delivery Tech Support and Sales Job Id ASU0014768 Job Type Part time

    Part Time Field Sales Representative. Location: San Jose, CA. $26.70 hourly + mileage reimbursement + phone stipend + sales commission. Part-Time Schedule: 5 evenings/week – Hours: 4:05pm to 9:00pm...

  • Acyan) Customer Experience Planning - Contact Center Planning, Manager

    Location Yokohama, Kanagawa, Japan Category Customer Care Support and Sales Job Id ASU0013708

    アシュリオンは人と最新のテクノロジーを繋げ、人の生活をより快適なものにしたいという思いを持った企業です。. 日本事業は携帯端末ユーザーに独自の補償プログラムとカスタマーサービスを提供し、どんな機種を利用していても、電話一本、画面のクリックを一つさえすれば、翌日にスマホの交換、データの移管等、簡単な事から専門性の高い事までスムーズに解決まで導きます。. 株式会社アサイアンは、このビジネスモデル...

  • Lead Retail Sales Associate (Electronics Repair)

    Location Phoenix, Arizona, United States of America Category Retail Tech Support and Sales Job Id ASU0014948 Job Type Full time

    Lead Retail Sales Technician. Phoenix, AZ. 20.90+ unlimited sales bonus potential. Our Lead Retail Sales Technician role has big-time impact! If you enjoy helping people fix and get to know their t...

No recommendations found