Coaching Manager

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:

• Leads a team of Coaching Consultants who implement and drive performance through coaching and leadership development programs
• Provides leadership and coaching to Coaching Consultants, including setting annual objectives and IDP
• 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

Qualifications:

• Education: College degree or/and equivalent experience required—advanced degree(s) or certification(s) preferred
• Work experience of at least 5 years in a BPO or call center setup with at least 2 years working experience in Training or leadership role
• Experience with call center technology, including, workforce management agent productivity tools, and quality management tools.
• Knowledge of principles and methods for coaching curriculum and training design, and teaching and instruction of individuals and groups
• Excellent communication skills (written & verbal)
• Proven and demonstrable leadership, management and motivational skills
• Experienced and comfortable working in a fast-paced, entrepreneurial environment
• Appropriately prioritize team goals and individual goals to effectively achieve business objectives
• Ability to travel as needed (minimal travel may be required)
• Ability to deal well with change and ambiguity