Performance Coach - Training and Quality

Overview

The Performance Coach plays a pivotal role in ensuring the efficiency, productivity, and quality of contact centre operations. This role involves developing and delivering comprehensive training programs to new hires as well as ongoing training for existing employees. The primary goal is to equip contact centre agents with the necessary skills, knowledge, and tools to deliver exceptional customer service and achieve organizational objectives, promote the HEART culture, values, and behaviours to drive training excellence and high performance across the business including in the contact centre.

• Assist in developing training materials, including manuals, presentations, and interactive modules, tailored to the needs of Call Centre agents.
• Assist in the onboarding process for new call centre trainees.
• Provide mentorship and guidance on quality and customer service as needed.
• Conduct orientation sessions for new contact centre agents, introducing them to company culture, policies, and performance expectations.
• Deliver engaging and interactive training sessions to new hires and existing staff on topics such as product knowledge, customer service skills, call handling techniques, sales skills, and system use.
• Conduct assessments to evaluate new hires' understanding and proficiency.
• Provide on-the-job training support for newly graduated trainees.
• Collaborate with company stakeholders and Subject Matter Experts to ensure training programs align with organizational goals and objectives.
• Collaborate with Quality Assurance team in the US to ensure alignment between training objectives and quality standards.
• Maintain accurate training records and documentation, including attendance records, performance evaluations, and training materials.
• Serve as a resource for call centre agents, answering questions and providing guidance on policies, procedures, and best practices.
• Generate reports on training effectiveness, participant feedback, and performance trends to inform decision-making and program refinement.
• Contribute to the development of training-related policies, procedures, and documentation on Knowledge Base.
• Attend relevant product meetings to understand upcoming changes and translate key updates into training activity, support materials, and colleague guidance.
• Support User Acceptance Testing (UAT) by reviewing system and process changes from a training and quality perspective and highlighting any training impacts.
• Maintain and communicate training-related process updates to ensure colleagues are aware of changes to systems, products, and ways of working.
• Ability to work collaboratively with key stakeholders.
• Personal commitment to the continuous development of self and others.
• Ability to manage change inclusively and sensitively whilst remaining focused on business outcomes.
• Experience of delivering a wide range of effective training and development activities, both face-to-face and through online learning platforms, to adult learners at all levels.
• Experience of contributing to the design of training materials.
• Ability to work independently, prioritise own workload and accommodate change according to business need, embracing new methods of working to improve learning outcomes.
• Ability to listen and build trust with stakeholders, in a time-efficient manner.
• High energy and enjoys a fast-paced dynamic environment.
• Ability to support High Performance.
• Ability to inspire confidence and motivate others.
• Strong execution skills and attention to detail.
• Ability to exercise sound judgement.

• Bright Horizons is committed to safeguarding and promoting the welfare of children and young people. This post is subject to safer recruitment practice and pre-employment checks, including an enhanced DBS check, which will be undertaken before any appointment is confirmed.
• Bachelor s degree/Level 5 Apprenticeship in education, Training, Business Administration, leadership and management or related field (preferred).
• Proven experience in contact centre operations, with a focus on quality, training, and development.
• Excellent communication, presentation, and interpersonal skills.
• Ability to adapt training content and delivery methods to diverse learning styles and audience needs.
• Proficiency in utilizing training tools and technologies, such as Learning Management Systems (LMS) and multimedia resources.
• Organizational skills and attention to detail to manage multiple training initiatives simultaneously.
• Flexibility to adjust training schedules and content in response to evolving business needs.

Proven capability to work with flexibility and in changing environments is valued. The description above outlines the responsibilities and requirements of the role and is not exhaustive. This post is subject to pre-employment checks and safeguarding requirements as applicable.