Responsibilities
- Act as the subject-matter expert for coaching frameworks, methodologies, and best practices within Wing.
- Partner with supervisors and managers in the bottom performance quartile, providing individualized coaching, shadowing, and skill reinforcement.
- Conduct triads and live coaching observations, delivering constructive feedback and documenting behavioral improvements.
- Ensure consistent execution of the PETI model across all coaching and performance management sessions.
- Collaborate with Quality, Training, and Operations leadership to identify recurring supervisor performance gaps and design targeted interventions.
- Review and analyze coaching logs, QA reports, and performance data to identify improvement opportunities and track progress.
- Facilitate train-the-trainer sessions or calibration workshops to elevate coaching standards across teams.
- Serve as a mentor and resource for coaches, QA specialists, and L&D facilitators seeking to enhance their own coaching capabilities.
- Provide weekly and monthly reports summarizing impact, key observations, and actionable insights.
Requirements
- Minimum 5 years of experience in operations, training, or quality leadership, with at least 2 years focused on coaching enablement or supervisor development.
- Demonstrated expertise in coaching frameworks, performance management, and adult learning principles.
- Proven success working with underperforming teams or supervisors to drive measurable improvement.
- Excellent communication, facilitation, and feedback delivery skills.
- Strong analytical skills with the ability to interpret QA data, performance metrics, and qualitative insights.
- Deep familiarity with Wing’s PETI model or similar structured coaching methodologies.
- Empathetic, structured, and highly credible in handling both high-level leaders and developing supervisors.
Nice to Have
- Certification in coaching, leadership development, or performance consulting.
- Experience in BPO, managed services, or remote workforce enablement.
- Background in designing and evaluating leadership development or coaching curricula.
- Ability to conduct triad observations, calibration sessions, and PETI model audits.
