Found Description
The Coaching Manager is a trusted subject matter expert that acts as an advisor to call center Site Directors. The position oversees the implementation of training, upholds coaching standards, and drives performance across multiple functions to create a world‑class coaching environment. The incumbent observes, evaluates, and provides feedback on experts and coaches to senior leaders. In collaboration with Site Leaders and Coaches, the position develops and integrates performance management and coaching programs. The Coaching Manager assists Site Leadership in identifying bench strength among the Coach and Expert populations by auditing coaching sessions and providing feedback on quality, quantity, and effectiveness.
Track the effectiveness of performance coaching sessions and provide analysis and reporting on the results. Conduct one‑on‑one and group coaching sessions with Coaches and Managers to strategically improve coaching and development techniques. Improve team membe...