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Contact Centre Performance Coach
Location – We have multiple offices throughout the UK, so you will be based onsite at your closest office. Travel is an essential part of this role, so being flexible to travel to various locations is a must.
Role Purpose
The role will support our call centre’s by implementing coaching interventions that drive individual and team performance across the group, in delivering an outstanding service to our internal customers. With an informed approach, consulting with key stakeholders to clearly identify training needs and formulating a planned approach to improve capability and deliver an enhanced business performance.
The role works collaboratively across a multitude of functions and stakeholders including the wider L&D teams to ensure a joined up approach to development and alignment to people interventions
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Key Accountabilities
- Coach and develop the management population across Markerstudy Distribution
- Analyse performance data to conduct training needs analysis and recommend the right coaching solution
- Develop a flexible resource of coaching availability to support peak seasons across the brands
- Coordinate all coaching interventions including the planning of resource, facilities and activity.
- Continually evaluate coaching solutions for quality, business impact, and scalability.
- Ensure all coaching content is up to date and version controlled
- Maintain all records of attendees and recording of CPD training hours
- Work collaboratively and consult with internal stakeholders to identify coaching needs and development areas
- Review, develop and deliver consistent coaching competencies across the organisation.
- Ensure that all coaching and development sessions are delivered and maintained in such a way that ensures compliance with the T&C framework
- Promote coaching to all managers, developing business proposals to enable continuous professional development for all employees.
- Challenge the current processes for coaching across the organisation identifying opportunities to innovate and deliver through other added value means.
- Ensure that feedback is consistently taken, reviewed, analysed and required changes acted upon.
- Produce accurate and timely reports on interventions and activity, along with any other ad hoc or periodic management information as needed.
Experience required
- Practical experience of coaching and development within a call centre environment
- Experience in virtual / online delivery of sessions
- Ability to design and execute successful coaching and management development programs
- Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job, virtual or in classroom training, e-learning, workshops, simulations etc.)
- Experience of working with diverse customer base and a range of partnership bodies to meet customer needs
- Strong stakeholder management and ability to establish credibility and influence at all levels
- An agile approach to working and demonstrable examples that you are comfortable working in changing situations with fast pace and ability to work across multiple sites throughout the business
- Ability to plan resource based on changing business need
- Resilience and personal gravitas
- Manage, prioritise and organise own diary effectively
