This position is within the Training & Development Team, the purpose of this team is to devise and deliver staff development programmes & strategies to the Operations Division of Saga Services.

This role will involve will creating, delivering and consolidating coaching plans for Team Managers across the Operations Department and evaluating the effectiveness of the Team Manager coaching.

This role will be responsible for driving improvements across the Contact Centre Teams through coaching and feedback, identifying training needs that can be fed into the Training and Development department and providing timely progress updates to the wider Operational departments.

Responsibilities
The primary tasks encompassed in this role are:
•To identify, through Team Manager observation, individual coaching needs to deliver performance improvements.
•Provide regular coaching and feedback to Team Managers to drive a continuous improvement in performance delivery.
•To devise and deliver best practice management coaching solutions in a timely manner.
•Ensure Saga Services Team Management coaching plans are developed, managed, communicated, delivered and evaluated effectively.
•Analyse Team Manager coaching needs and convert these into effective coaching solutions
•To work with Operational Management to establish the functional Management coaching strategy to meet future business needs.
•To design and deliver coaching interventions that meet agreed business objectives.
•Help build and maintain a coaching culture within the contact centres to support the business drive to attain the ‘best in class’ status.
•Ensure that the Team Managers are achieving the 60% level of contact time with their respective teams.
•To research new coaching solutions.
•To engender a culture of continuous learning consistent with the cultural context of the organisation.
•To develop fully documented coaching procedures.
•To maintain accurate and appropriate training records and reports.
•Ensure coaching material is relevant and effective for the intended audience.
•To assist with the consolidation and transfer of learning from any MDP programme content designed by the Management Training Manager

The Individual
Capability, Knowledge and Experience:
•Excellent knowledge of best practice management coaching principles and techniques
•Excellent all round communication, coaching & mentoring skills
•Proven record of successful performance coaching programme design and delivery
•Proactive and self-motivated with excellent personal organisation and time management skills
•Good working knowledge of Microsoft Word, PowerPoint & Excel
•Commitment and drive to see staff develop to their full potential
•Ability to learn, and apply, new coaching methods & technologies
•A true passion for and commitment to continuous development and learning, and the ability to exhibit this with enthusiasm and credibility.
•Management experience within a Contact Centre desirable

Education and Qualifications:
•CIPD or TAP qualifications desirable however would consider relevant business experience
•Coaching qualification desirable
Personal Characteristics:
•Flexible, adaptable and patient
•Personable & confident
•Ability to maintain confidentiality
•Goal and Target orientated
•Ability to negotiate to create win-win solutions
•Ability to influence and drive change
•Ability to work well individually with minimal supervision
•Be able to learn quickly
•Drive for self-improvement
•Positive outlook and passion for their work
•Excellent time management and planning skills

Additional information
There will be project work to complete, which should be done in a professional manner.
The duties listed are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Managers and staff may be required to undertake additional duties, responsibilities and projects as appropriate