Academy Coach - Shared Contact Center

HSBC Holdings plc; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

HSBC is seeking an Academy Coach for the Shared Contact Center to drive high-quality trainee performance, achieve First Contact Resolution, and maintain compliance standards.

You will lead learning targets, monitor progress, and collaborate with Operations and Quality to ensure academy outcomes align with business expectations in a fast-paced contact centre.

Qualifications

• Strong coaching skills.
• Strong communication and people skills.
• Strong stakeholder management skills.
• Ability to adapt and problem solve in a fast-paced environment.
• Experience working in a contact centre environment.
• Strong planning and time management skills.

Responsibilities

• Ensure trainees consistently deliver high-quality service, achieving First Contact Resolution (FCR) while meeting quality and compliance standards.
• Drive achievement of individual learning targets, certification milestones, and readiness criteria aligned to the Contact Centre Operating Model (CCOM).
• Monitor trainee performance and intervene through targeted coaching to address gaps prior to endorsement to Operations.
• Maintain accountability for academy outcomes, ensuring alignment to productivity, quality, and customer experience targets.
• Partner with Operations, Quality, and Business Leaders to ensure alignment of academy outcomes with performance expectations.
• Ensure a consistent, high-quality learning experience across all trainees, markets, and supported products.
• Provide clear visibility of trainee progress, readiness, and risks to stakeholders through structured reporting.
• Balance business requirements with trainee development needs to ensure smooth transition to Operations.
• Act as a key point of contact for escalations related to trainee performance or readiness decisions.

Skills

Coaching skills

Communication

People skills

Stakeholder management

Adaptability

Contact centre experience

Planning

Job description

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

HSBC is currently seeking an experienced professional to join our team in the role ofAcademy Coach -Shared Contact Center

In this role, you will:

• Ensure trainees consistently deliver high-quality service, achieving First Contact Resolution (FCR) while meeting quality and compliance standards.
• Drive achievement of individual learning targets, certification milestones, and readiness criteria aligned to the Contact Centre Operating Model (CCOM).
• Monitor trainee performance and intervene through targeted coaching to address gaps prior to endorsement to Operations.
• Maintain accountability for academy outcomes, ensuring alignment to productivity, quality, and customer experience targets
• Partner with Operations, Quality, and Business Leaders to ensure alignment of academy outcomes with performance expectations.
• Ensure a consistent, high-quality learning experience across all trainees, markets, and supported products.
• Provide clear visibility of trainee progress, readiness, and risks to stakeholders through structured reporting.
• Balance business requirements with trainee development needs to ensure smooth transition to Operations.
• Act as a key point of contact for escalations related to trainee performance or readiness decisions.

To be successful in this role, you should meet the following requirements:

• Strong coaching skills
• Strong communication and people skills
• Strong stakeholder management skills
• Ability to adapt and flex in a fast-paced environment and problem solve.
• Experience working in a contact Centre environment.
• Strong planning, organization, and time management skills.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by HSBC HDPP