Job description
Asurion is seeking a dynamic and experienced Coaching Manager to join our team in Iloilo City, Iloilo. As a key member of our leadership group, you will act as a trusted advisor and subject matter expert, providing strategic coaching support to call center site directors and driving a culture of excellence and continuous improvement in customer service. If you are passionate about people development, have a proven track record in call center or contact center environments, and are ready to make a real impact, we want to hear from you!
The Coaching Manager will play a pivotal role in developing leaders, enhancing agent performance, and ensuring a high-quality customer experience. You will collaborate with cross-functional teams to implement coaching programs that drive engagement, retention, and operational success.
Responsibility
- Act as a subject matter expert and advisor to Site Directors and leadership teams on coaching best practices.
- Design, implement, and oversee targeted coaching programs to enhance agent and team performance.
- Conduct assessments of team and individual performance, providing feedback and actionable insights.
- Partner with HR and Training to align coaching initiatives with business objectives and KPIs.
- Monitor and analyze performance metrics to identify coaching needs and drive continuous improvement.
- Lead, mentor, and develop a team of coaches, fostering a positive and collaborative environment.
- Facilitate workshops and training sessions for team leaders and agents.
- Ensure compliance with company policies, procedures, and quality standards.
Qualification
- Bachelor's degree in Business, HR, Communications, or a related field preferred.
- Minimum of 3-5 years' experience in coaching, people development, or leadership roles within a call center or BPO environment.
- Strong understanding of call center operations, metrics, and KPIs.
- Demonstrated ability to drive performance improvement through coaching and mentoring.
- Exceptional communication, presentation, and interpersonal skills.
- Proficient in data analysis and performance management tools.
- Ability to collaborate effectively with senior leaders and cross-functional teams.
- Results-oriented, adaptable, and able to thrive in a fast-paced setting.