Job Openings
Effectiveness Coach
About the job Effectiveness Coach
- Conduct end-to-end training for new hires, covering product knowledge, process workflows, systems navigation, and sales/service skills as applicable.
- Facilitate onboarding and transition programs to ensure readiness for production or live operations.
- Evaluate trainee performance during training and post-training, providing structured coaching and feedback to support skill application on the job.
- Provide consistent floor support to ensure agents adhere to performance standards, quality metrics, and code of conduct requirements.
- Identify training needs through performance analysis, quality results, and stakeholder feedback.
- Design and implement training and development initiatives aimed at improving team performance and productivity.
- Partner with operations leaders to define required competencies, skills, and behavioral expectations for specific roles.
- Partner with Quality teams to identify training needs and performance gaps
- Prepare and submit timely training reports (weekly, monthly, and ad hoc) for stakeholders and management review.
- Conduct refresher trainings, upskilling sessions, and soft skills workshops
- Apply instructional design principles and adult learning methodologies in developing training materials and delivery approaches.
- Support continuous improvement initiatives related to training effectiveness and operational readiness.
- Support transition training for new accounts or program updates
- Ensure alignment with client requirements and service level agreements (SLAs)
- Monitor and report on training effectiveness, throughput, and pass rates