Leadership and Development Coach

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world's leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Job Responsibilities

What will your normal day look like:

The Leadership and Development Coach - Leadership role will assist in the design, build, execution and embedding of leadership capability initiatives for senior, frontline and emerging leaders across Telstra Line of Businessess.

The role is accountable for; ensuring alignment of the Philippines leadership development programs with the TSA group's overall people development program; assessment of program effectiveness; identification of people development needs; resulting in effective behavioural change across all roles within TSA.

This role does not simply role model effective coaching methodology; it inspires other leaders to do the same.

Qualifications

What you'll do:

Qualifications

• 1 - 3 years of experience as Leadership & Development Coach, or any similar role. Preferrably in the BPO industry.
• 1 - 3 years of experience in Coaching and Developing leaders.

Essential

• Adult Learning Facilitation skills
• Experience in the full training cycle (ADDIE model)
• Demonstrated ability to provide development coaching and feedback
• Leadership skills with demonstrated experience in collaborating
• Experience in facilitating employee development plans
• Proficient in MS Office suite
• Ability to plan, execute and deliver results
• Great communication and interpersonal skills
• Great problem-solving, analytical and decision-making ability - able to make sound decisions under pressure
• Ability to work autonomously without direct supervision
• Team player - takes initiative to support peers and contribute to various team deliverables
• High standard of professionalism and integrity
• High level accuracy and attention to detail Confidence, Resilience and Calmness under pressure
• Leadership Presence - Committed to regular quality interactions with teammates and stakeholders
• Courage - Takes accountability, responsibility and ownership
• Openness and willingness to learning and continuous development

Desirable

• Adult Learning Facilitation Certification
• Coaching Certification / Accreditation

Competencies used for Interviewing Assessment
Ability to identify the root cause of an issue quickly Ability to quickly learn new technologies as needed. Active listening to understand customer needs. Comprehensive understanding of the company's products or services. Efficiently handling multiple tasks and customers. Finding mutually beneficial solutions that satisfy the customer and the company. Providing effective and efficient solutions. Understanding and sharing the feelings of others. Willingness to learn and implement new processes or tools. Working well with colleagues to ensure consistent service.
Additional Information

Want to know more? Check out our social media pages:
 

Website:

Instagram
: tsa_group_

LinkedIn:

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @

). Your safety matters. If you receive a suspicious job offer, do not respond and report it to