Contact Centre Performance Coach

TN United Kingdom; Manchester; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic coaching professional to enhance performance across its call centres. This role involves collaborating with various teams to identify training needs and implement effective coaching interventions. You will drive individual and team performance, ensuring compliance with the T&C framework while promoting continuous professional development. The ideal candidate will have practical coaching experience, strong stakeholder management skills, and an agile approach to adapt in a fast-paced environment. Join this innovative firm and make a significant impact on the development of its workforce.

Qualifications

• Practical experience of coaching and development within a call centre environment.
• Ability to design and execute successful coaching and management development programs.

Responsibilities

• Coach and develop the management population across Markerstudy Distribution.
• Analyse performance data to conduct training needs analysis and recommend coaching solutions.

Skills

Coaching

Stakeholder Management

Training Needs Analysis

Performance Data Analysis

Agile Working

Education

Experience in Coaching

Experience in Call Centre Environment

Job description

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Client:

Gerrard White

Location:

Manchester, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

fac1fb1cbf0e

Job Views:

6

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Location - We have multiple offices throughout the UK, so you will be based on site 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 centres 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

• 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