Coaching & Training Facilitator – Contact Center Operations

Peyton Resource Group; San Antonio (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

Peyton Resource Group is looking for an experienced Coaching & Training Facilitator to support its Claims University and Contact Center leadership development programs. This position will focus on coaching front-line managers, developing contact center representatives, and facilitating group learning sessions. An ideal candidate has 1-2 years of coaching experience, understands adult learning principles, and possesses excellent communication skills. The role is based in San Antonio, Texas.

Qualifications

• 1–2 years of professional coaching experience with recognized coaching models.
• Experience facilitating adult learning and small group training sessions.
• Strong understanding of adult learning principles.
• Excellent written and verbal communication skills.

Responsibilities

• Coach Managers on time management and team leadership best practices.
• Develop and guide Contact Center Representatives through coaching techniques.
• Facilitate group learning sessions and workshops for management teams.
• Support Directors in implementing program responsibilities and improving coaching effectiveness.
• Lead focus groups for actionable insights on program improvement.

Skills

Coaching skills

Facilitating group sessions

Communication skills

Time management

Job description

PRG has partnered with a leading financial services organization, to identify an experienced Coaching & Training Facilitator to support its Claims University and Contact Center leadership development programs. This role focuses on coaching front-line managers and directors, facilitating team learning sessions, and driving a culture of continuous improvement.

Key Responsibilities

• Coach Managers on effective time management, performance prioritization, and team leadership best practices.
• Develop and guide Contact Center Representatives and Managers through best-in-class coaching techniques to strengthen leadership and performance outcomes.
• Facilitate group learning sessions, workshops, and huddles for front-line and mid-level management teams.
• Support Directors and Managers in implementing Claims University program responsibilities, reviewing performance feedback, and improving coaching effectiveness.
• Lead small focus groups to gather actionable insights for program improvement and curriculum enhancement.

Qualifications

• 1–2 years of professional coaching experience, utilizing recognized coaching models and performance improvement methods.
• Proven experience facilitating adult learning and small group training sessions.
• Strong understanding of adult learning principles, behavioral coaching, and performance management.
• Excellent communication skills both written and verbal with an ability to engage all levels of management.