Job Description
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 M...