Performance Development Coach
3 weeks ago
About the Role:
Vermelo RPO is seeking a seasoned Contact Centre Performance Coach to join our team. This role will play a pivotal part in driving individual and team performance across our call centres, delivering an exceptional service to our internal customers.
The ideal candidate will have practical experience of coaching and development within a call centre environment, with a proven track record of designing and executing successful coaching and management development programs.
This role works collaboratively across various functions and stakeholders, ensuring a joined-up approach to development and alignment to people interventions.
Key Accountabilities:
- Coach and develop the management population across Markerstudy Distribution.
- Analyse performance data to conduct training needs analysis and recommend the right coaching solution.
- Develop a flexible resource of coaching availability to support peak seasons across the brands.
- Coordinate all coaching interventions, including planning resource, facilities, and activity.
- Continually evaluate coaching solutions for quality, business impact, and scalability.
- Ensure all coaching content is up-to-date and version controlled.
- Maintain all records of attendees and recording of CPD training hours.
- Work collaboratively and consult with internal stakeholders to identify coaching needs and development areas.
- Review, develop, and deliver consistent coaching competencies across the organisation.
- Ensure that all coaching and development sessions are delivered and maintained in such a way that ensures compliance with the T&C framework.
- Promote coaching to all managers, developing business proposals to enable continuous professional development for all employees.
- Challenge the current processes for coaching across the organisation, identifying opportunities to innovate and deliver through other added value means.
- Ensure that feedback is consistently taken, reviewed, analysed, and required changes acted upon.
- Produce accurate and timely reports on interventions and activity, along with any other ad hoc or periodic management information as needed.
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 (mentoring, coaching, on-the-job, virtual or in-classroom training, e-learning, workshops, simulations etc.).
- Experience of working with a diverse customer base and a range of partnership bodies to meet customer needs.
- Strong stakeholder management and ability to establish credibility and influence at all levels.
- An agile approach to working and demonstrable examples that you are comfortable working in changing situations with fast pace and ability to work across multiple sites throughout the business.
- Ability to plan resource based on changing business needs.
- Resilience and personal gravitas.
- Manage, prioritise, and organise own diary effectively.
What We Offer:
We offer a competitive salary of €65,000 - €75,000 per annum, depending on experience, plus benefits. You will be working with a dynamic team in a fast-paced environment, where you will have the opportunity to make a significant impact on our organisation's success.
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