Performance Coach: Call Center Training & Growth

First Investors Financial Services, Inc.; Atlanta (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

Stellantis Financial Services, Inc. is seeking a Performance Coach to evaluate skill proficiency in Default and Specialized Services reps, design targeted coaching, and deliver high‑quality training programs.

You will partner with leadership to refine materials that promote retention, service quality, and performance outcomes. The role involves ongoing assessment and feedback to ensure employees have the tools and competencies to succeed while supporting continuous learning and professional

Qualifications

• Minimum of 2 years in classroom training, curriculum development, and performance improvement.
• Minimum of 3 years in call center training and facilitation.
• Minimum of 3 years in a customer service call center environment.

Responsibilities

• Assess employee skill levels to design and deliver effective training in different settings.
• Create engaging and motivating learning environments using diverse communication styles.
• Develop and facilitate training presentations across various scenarios.
• Identify learning needs for Default and Specialized Services teams and provide coaching.
• Monitor performance metrics and audit results to identify gaps and opportunities for improvement.
• Recommend and implement training initiatives aligned with policy changes and business needs.
• Maintain knowledge of departmental processes and cross-functional impacts.
• Provide coaching and feedback, escalating concerns when appropriate; align with Quality Audit.
• Other duties as assigned.

Skills

Communication

Interpersonal skills

Critical thinking

Problem solving

Collaboration

Organization

Prioritization

Adaptability

Reliability

Time management

Education

High School diploma or GED

Tools

Microsoft Office

Job description

Stellantis Financial Services, Inc. is seeking a Performance Coach to evaluate skill proficiency in Default and Specialized Services reps, design targeted coaching, and deliver high‑quality training programs.

You will partner with leadership to refine materials that promote retention, service quality, and performance outcomes. The role involves ongoing assessment and feedback to ensure employees have the tools and competencies to succeed while supporting continuous learning and professional