Coaching Manager

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