Contact Centre Transformation Specialist

13 hours ago


Manchester, United Kingdom CV-Library Full time
Contact Centre Coach Role

We are seeking an experienced coach to drive individual and team performance in our call centres.

The role involves consulting with key stakeholders to identify training needs and formulating a planned approach to improve capability and deliver enhanced business performance.

The successful candidate will collaborate across functions and stakeholders to ensure a joined-up approach to development and alignment to people interventions.

Key Responsibilities:
  1. Coach and develop management population across Markerstudy Distribution.
  2. Analyse performance data to conduct training needs analysis and recommend coaching solutions.
  3. Develop a flexible resource of coaching availability to support peak seasons across brands.
  4. Coordinate all coaching interventions, including planning resource, facilities, and activity.
  5. Evaluate coaching solutions for quality, business impact, and scalability.
  6. Maintain records of attendees and CPD training hours.
  7. Work collaboratively with stakeholders to identify coaching needs and development areas.
  8. Review, develop, and deliver consistent coaching competencies across the organisation.
  9. Ensure coaching and development sessions comply with T&C framework.
  10. Promote coaching to managers, developing business proposals for continuous professional development.
  11. Challenge current processes for coaching, identifying opportunities to innovate and deliver added value means.
  12. Produce accurate and timely reports on interventions and activity.
Requirements:
  1. Practical experience of coaching and development in a call centre environment.
  2. Experience in virtual/online delivery of sessions.
  3. Ability to design and execute successful coaching and management development programs.
  4. Familiarity with traditional and modern training methods.
  5. Experience working with diverse customer base and partnership bodies.
  6. Strong stakeholder management and ability to establish credibility and influence at all levels.
  7. Agile approach to working, with demonstrable examples of comfort working in changing situations.
  8. Ability to plan resource based on changing business need.
  9. Resilience and personal gravitas.
  10. Effective time management and diary organisation.
Job Details:

Salary: £45,000 - £55,000 per annum, depending on experience.

Location: UK offices, with travel required.

Contract: Permanent, full-time.



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