Performance Coach

About the Role

HGS is committed to nurturing talent and enhancing performance within its contact center operations. We are seeking a driven Performance Coach to guide employees through targeted coaching, analyze performance data, and collaborate with leadership to uplift individual and team outcomes.

Key Responsibilities

• Conduct regular coaching sessions aimed at boosting employee performance and fostering professional growth.
• Examine performance metrics, KPIs, and operational reports to spot areas for coaching intervention.
• Perform call monitoring and quality assessments, offering constructive feedback to employees.
• Work alongside Operations leaders to promote employee engagement and improve performance results.
• Create and implement coaching plans, initiatives for performance enhancement, and suggest relevant training programs.
• Track the effectiveness of coaching activities and refine approaches to align with business goals.
• Manage escalated customer issues as needed.
• Ensure compliance with client guidelines, company policies, and established operational protocols.
• Leverage reporting tools and dashboards to monitor progress and detect performance trends.

Qualifications

• At least three years of experience in a BPO or contact center environment.
• Prior experience in roles such as Performance Coach, Team Lead, or equivalent positions.
• Proven track record in conducting performance reviews, coaching sessions, and driving performance improvement strategies.
• Solid knowledge of contact center functions, KPIs, customer experience management, and performance oversight.
• Exceptional communication, coaching, facilitation, and interpersonal skills.
• Strong analytical thinking and problem-solving skills.
• Capability to handle several tasks simultaneously in a dynamic setting.
• Holding certifications or formal education in coaching, learning and development, or performance management is highly beneficial.