Job Title: Coaching Consultant
Job Profile: PHL****
Department: Customer Solutions
Reports To: Manager, Coaching
Location: Philippines
Status: Full Time Permanent
Job Purpose
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.
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.
Key Accountabilities:
- Provide expertise in the planning, facilitation, and organization of coaching initiatives with employee leadership for both frontline and professional teams
- Create an inclusive environment which 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
Qualifications
Education:
- Bachelor's Degree OR equivalent combination of education and experience
Experiences, Skillsets & Personal Competencies
- 2+ years people leadership or training experience a plus
- 3+ years hands-on experience in a technical call center environment
- 2+ years experience in the next gen technologies related to cloud, mobile, social, or big data
- Experience with Microsoft Office suite
- Knowledge of principles and methods for coaching curriculum and training design, and teaching and instruction of individuals and groups
- Proven ability to adhere to regulations and standards quickly with little training
- Knowledge of Asurion principles and processes for providing customer and personal services
- Excellent organizational and problem solving skill; superior public speaking skills
- Strong relationship building and influencing skills at a variety of levels
