Coaching Consultants are trusted subject matter experts that act as an advisor to Customer Solutions site leadership. They are skilled coaches who, in-turn, help to create the world's best coaches. They partner with Managers and above to provide feedback, expert opinions, analysis, and recommendations and align priorities to drive performance in their line(s) of business through a coaching lens. They share responsibility for key business results with Operations.
Asurion is a global leader in technology protection and support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides worldwide best-in-class premier support, service, repair, replacement, and delivery. This position resides in the Customer Solutions team focused on any customer facing solution from processing claims to technical support.
Coaching Consultants are trusted subject matter experts that act as an advisor to call center Site Directors. They are responsible for implementing training, upholding coaching standards, and driving performance across multiple functions in order to create a world-class coaching environment. The incumbent will observe, evaluate, and provide feedback on experts and coaches to senior leaders. In collaboration with Coaching and call center leaders, the position is responsible for the development and integration of performance management and coaching programs.
DUTIES & RESPONSIBILITIES:
- Provide expertise in the planning, facilitation, and organization of coaching initiatives with employee leadership for both frontline and professional teams
- Create an inclusive environment which embraces and derives value from diversity and change
- Continually conduct needs assessments to design and develop coaching initiatives
- Attend, observe, and facilitate regular coaching and leadership sessions to develop leaders
- Observe performance coaching sessions and provide analysis and reporting on the quality and effectiveness of the leader
- Facilitate or coach to the implementation of and education on new tools and resources available to call center management and employees
- Manage multiple cross-functional learning and performance support projects
- Hold stakeholders accountable for actions in the implementation and development of new tools and processes
- Counsel stakeholders to solve problems and remedy issues of decreased productivity and efficiency
- Ability to provide and receive constructive feedback in order to address opportunities, course-correct, and drive performance improvement
- Assist with the development of Individual Development Plans and performance action plans
EXPERIENCE & QUALIFICATIONS:
- Knowledge of principles and methods for coaching curriculum and training design, and teaching and instruction of individuals and groups
- Proven ability to adhere to regulations and standards quickly with little training
- Knowledge of Asurion principles and processes for providing customer and personal services
- Excellent organizational and problem solving skill; superior public speaking skills
- Strong relationship building and influencing skills at a variety of levels
- Bachelor's Degree OR equivalent combination of education and experience
- 2+ years people leadership or training experience a plus
- 3+ years hands-on experience in a technical & sales call center environment
- 2+ years experience in the next gen technologies related to cloud, mobile, social, or big data
- Experience with Microsoft Office suite
