Contact Centre Performance Coach

3 weeks ago

Tunbridge Wells, Kent, United Kingdom Vermelo RPO Full time
About the Role

We are seeking a highly skilled Contact Centre Performance Coach to join our team at Vermelo RPO. As a key member of our organization, you will play a vital role in driving individual and team performance across our call centres.

Key Responsibilities:

  • Develop and implement coaching interventions to enhance performance and drive business results
  • Analyse performance data to identify training needs and recommend coaching solutions
  • Collaborate with stakeholders to design and deliver coaching programs that meet business objectives
  • Continuously evaluate coaching solutions for quality, business impact, and scalability
  • Ensure all coaching content is up-to-date and version-controlled
  • Maintain records of attendees and CPD training hours
  • Work collaboratively with internal stakeholders to identify coaching needs and development areas
  • Review and develop coaching competencies across the organization
  • Promote coaching to all managers and develop business proposals for continuous professional development
  • Challenge current processes for coaching and identify opportunities for innovation and added value
  • Ensure feedback is consistently taken, reviewed, and acted upon
  • Produce accurate and timely reports on interventions and activity

Requirements:

  • 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
  • Strong stakeholder management and ability to establish credibility and influence at all levels
  • Agile approach to working and ability to work in changing situations
  • Ability to plan resource based on changing business needs
  • Resilience and personal gravitas
  • Effective time management and prioritization skills

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