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.

​Duties & Responsibilities:

• Provide expertise in the planning, facilitation, and organization of coaching initiatives with employee leadership for both frontline and professional teams
• Continually conduct needs assessments to design and develop coaching initiatives
• Observe performance coaching sessions and provide analysis and reporting on the quality and effectiveness of the leader
• Attend, observe, and facilitate regular coaching and leadership sessions to develop leaders
• Providing coaching and guidance to new users on the platform looking to improve their metrics
• Facilitate or coach to the implementation of and education on new tools and resources available to call center management and employees
• Counsel stakeholders to solve problems and remedy issues of decreased productivity and efficiency
• Assist with the development of Individual Development Plans and performance action plans
• Working with the engineering team to identify new features and feature improvements to better our end-user experience
• Manage multiple cross-functional learning and performance support projects

Desired Qualifications:

• Bachelor’s Degree OR equivalent combination of education and experience
• 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

• Knowledge of principles and methods for coaching curriculum and training design, and teaching and instruction of individuals and groups
• Experience with Microsoft Office suite