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 PurposeThe 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
. Key Accountabilities
1. Coach and develop the management population across Markerstudy Distribution
2. Analyse performance data to conduct training needs analysis and recommend the right coaching solution
3. Develop a flexible resource of coaching availability to support peak seasons across the brands
4. Coordinate all coaching interventions including the planning of resource, facilities and activity.
5. Continually evaluate coaching solutions for quality, business impact, and scalabil...