Coaching Consultant
Coaching Consultants are trusted subject matter experts that act as an advisor to call center Site Directors. They are responsible for implementing training, upholding coaching standards, and driving 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 Coaching and call center leaders, the position is responsible for the development and integration of performance management and coaching programs.
Job Description
· Audits coaching sessions between Coaches and Technicians, including KPI reviews, side by sides, live audits, virtual audits, IDP reviews and performance management conversations.
· Provides feedback and development to Coaches as well as read outs to Site Leadership on Results
· Performs analysis and reporting around coaching sessions effectiveness, quality and quantity
· Organizes and drives Business Ops Reviews at the Coach Level
· Leads and facilitates training around development and coaching techniques
· Keeps current and certified on all training around coaching and development techniques Collaborates and cooperates with other functional areas including; Human Resources, Training, Workforce
· Train, motivate and coach the Tech Center Coaches on the essential skills needed to ensure each Technician has the tools and skills they need to succeed at their job
· Appropriately prioritize team goals and individual goals to effectively achieve business objectives
· Communicates frequently and openly, to motivate team members to achieve the Tech Center's Goals
· Coach Coaches to ensure that team member, client, and subscriber expectations are met and exceeded
· Update and continuously develop knowledge of products processes, and tech / call center trends to provide recommendations that improve the customer experience, employee satisfaction, and corporate performance
· Establishes a strong leadership presence within the Tech Center by being involved, interacting on the call center floor, and being approachable.
Experience, Skillsets and Personal Competencies:
- BA/BS Degree preferred or equal work experience
- Proven and demonstrable leadership, motivation and coaching skill sets & techniques
- College degree or equivalent required
Personal Attributes and Competencies:
- 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 utilizes 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 intense 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
- Experience with call center technology, including, workforce management agent productivity tools, and quality management tools.
- Proficiency using MS office with focus primarily around Excel & PowerPoint
- Minimal Travel Requirements
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