Training & Quality Lead l Individual Contributor - Onsite (Eastwood & Shaw)

2 weeks ago

Manila, National Capital Region, Philippines Acquire BPO Full time
Training & Quality Lead l Individual Contributor - Onsite (Eastwood & Shaw)

Full time

Add expected salary to your profile for insights

The Coaching Excellence Lead is responsible for the design, build, embedding and management of the coaching excellence program activities across consumer brands.

The role supports upwards of 60 current frontline leaders, in addition to emerging leaders and multiple operations managers. The role will lead and support cross functional teams to align to set coaching excellence standards and program activities by:

  • Providing data driven improvements in capability, operational performance, service levels, customer experience outcomes, and people performance outcomes.
  • Development of a high-performance working environment that drives a culture of continuous improvement in practices and outputs for our people, our business outcomes, and our customers.
  • Compliance to hiring frameworks and evidence of monitoring practices across underpinning coaching excellence programs.
  • Preparation for transformation activities through robust governance, functional mapping, and documentation.

A SNAPSHOT OF YOUR ROLE

  • Responsible for the design, build and delivery of a globally accessible digital leader toolkit, with various content to support leader capability, which sets out all the tasks that are required to be a successful leader.
  • Strategic planning and development of leadership pathways and accreditation.
  • Planned accreditation for coach onboarding and development pathways.
  • Strategic planning and development of digital coaching tools and learning resources.
  • Lead, monitor and govern the defined coaching standards required to be used by the business in each function to support recruitment, development, success, and progression of our people.
  • Monitor and govern consistency, completeness, accuracy and usability of all coaching tools and resources.
  • Design, ongoing use, and controls of the coaching form and coaching frameworks/ methodology against which we measure the proficiency and capability of our people/ coaches against desired skills required to achieve performance objectives, customer satisfaction, regulatory compliance, and business outcomes.
  • Primary owner of data capture and record keeping of performance and capability outcomes which support improvement opportunities and analytics of the program throughputs over time.
  • Design and embed future content of high quality into globally accessible leader toolkits for the purpose of leader capability.
  • Effective client and stakeholder relationship building through positive communication.

A BIT ABOUT YOU

  • Excellent organizational and documentation skills.
  • Excellent analytical skills and detail orientation.
  • Highly developed interpersonal & communication skills.
  • Ability to produce clear and concise written material of quality.
  • Strong problem-solving skills, forward thinking and ability to manage multiple priorities autonomously or in collaboration with others.
  • Overcome obstacles with repeated, persistent actions by holding firm on critical issues to deliver success.
  • Proven leader and strong people management experience (3+ years preferable)

WHAT SUCCESS LOOKS LIKE

  • Successful delivery of standard and embedding of the framework within the business
  • Coaching volumes, quality, and adherence to target.
  • Coach eNPS quarterly results and retention improving.
  • Delivery on new coaching programs such as talent pools.
  • Achievement of operations scorecard (QA, AHT, CES, NPS, Sales).
  • Manager Observation (PDR) and Leader Upward feedback.
  • Regular one on one, team meetings and skip level meetings.
  • Monthly forum held with operations against set cadence with clear action
Your application will include the following questions:

What's your expected monthly basic salary?

We're an award-winning business process outsource provider, to some of the world's largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.

We're an award-winning business process outsource provider, to some of the world's largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.

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