Head of Coaching-Remote

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As the Head of Coaching working remotely in Colombia, you’ll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing, and our Great Place to Work® certification in Colombia says it all!

What you’ll be doing: 

You will play a critical role in shaping the effectiveness of coaching practices within the contact center, driving exceptional performance outcomes, and delivering tailored solutions that meet the diverse needs of hundreds of clients across various industries. This is a strategic leader position for establishing and driving excellence in TTEC’s coaching model and standardized operational practice within a large, global contact center environment. This role involves owning and evolving the coaching philosophy and model, partnering on the implementation of AmplifAI as TTEC’s coaching platform, developing a comprehensive coaching behavior and skills taxonomy, and creating bespoke coaching workflows tailored to diverse client needs to achieve best-in-class results in client effectiveness and efficiency metrics like CSAT, NPS, and AHT. The Head of Coaching will collaborate closely with contact center teams and clients to leverage data-driven insights and actionable coaching strategies to enhance agent performance and support the achievement of client-specific metrics and goals. 

You'll report to the Chief Learning Officer and will be a key part of this team with impacting our global operation as part of a world-class team of professionals.

During a Typical Day, You’ll

• Coaching Philosophy & Model Ownership: Develop, implement, and continuously refine the contact center’s coaching philosophy, model, and operational practice for coaching. Ensure the coaching approach aligns with organizational goals, client needs, and industry best practices. Establish governance processes to ensure global principles are applied and adapted locally to drive superior outcomes.
• Coaching Behavior & Skills Taxonomy: Take ownership of and evolve TTEC”s proprietary coaching behavior and skills taxonomy that maps to key contact center metrics and client-specific performance indicators. Ensure the taxonomy reflects best practices and supports effective coaching outcomes.
• Coaching Platforms and Tools: Partner to implement AmplifAI as TTEC’s primary coaching platform while also guiding the use of other coaching technology to achieve best in class coaching outcomes.
• Bespoke Coaching Workflows: Design and implement client-specific coaching workflows that integrate with existing performance data sources. Develop workflows that identify performance root causes and translate them into actionable coaching plans tailored to individual agents and client requirements.
• Performance Data Analysis: Utilize data analytics to identify performance trends, root causes of performance issues, and opportunities for improvement. Collaborate with data teams to ensure accurate data collection and reporting.
• Coaching Action Plans: Develop and oversee the execution of tailored coaching action plans that address identified performance gaps. Ensure these plans are practical, actionable, and designed to drive measurable improvements in agent performance.
• Training & Development: Identify and oversee the coaching curriculum objectives and coaching playbook for team leaders to ensure they are well prepared to coach their team members. Provide guidance and support to ensure the effective implementation of coaching strategies and the consistent application of coaching best practices.
• Client Collaboration: Partner with clients to understand their unique performance metrics, objectives, and challenges. Customize coaching approaches to meet client-specific needs and enhance overall client satisfaction.
• Performance Metrics & Reporting: Establish and monitor performance metrics related to coaching and coaching effectiveness. Generate reports and insights to track progress, assess the impact of coaching interventions, and make data-driven recommendations for continuous improvement.
• Continuous Improvement: Stay current with industry trends, emerging coaching methodologies, and best practices. Implement innovative approaches to coaching that enhance performance outcomes and drive organizational excellence.
• Change Management: Oversee and guide detailed change management planning at both global and local levels to ensure success in implementing TTEC’s coaching model and operational practice. Establish and monitor change metrics to adjust plans as needed. Provide regular updates to the executive team and clients on progress.
• Cross-Functional Collaboration: Work closely with other departments, such as People and Culture, Learning & Development, Service Delivery, IT, WFM, and Quality Assurance to ensure alignment and integration of coaching efforts with broader contact center initiatives and goals.

What You Bring to the Role

• Bachelor’s degree in Human Resources, Business Administration, Organizational Development, or a related field.
• 8+ years’ experience in Quality and Coaching within a global contact center environment supporting multiple geographies and multi-channel.
• Expert knowledge in coaching models and experience implementing them within contact centers.
• Proven expertise in developing and implementing coaching models and behavior/skills taxonomies. Current knowledge of trending best practices, especially those related to the use of AI and other emerging technologies.
• Knowledge and experience collaborating with multiple customer experience platforms; knowledge of the industry’s trending feature and capability roadmaps and the ability to recommend appropriate technologies based on the company and client ecosystems and needs.
• Strong understanding of contact center metrics and experience identifying the behaviors and skills that drive improvements in those metrics using data analysis and insights. Ability to direct reporting and analytics teams on the analysis needed.
• Demonstrated ability to create and execute bespoke coaching workflows tailored to client-specific needs.
• Excellent leadership and team management skills, with a track record of developing and mentoring coaching professionals.
• Exceptional communication, interpersonal, and presentation skills, with the ability to engage with clients and stakeholders at all levels.
• Expert ability to use coaching tools, performance management systems, and data analytics platforms.

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement) 

Visit https://mybenefits.ttec.com/?manual for more information.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve by delivering not only amazing service and technology but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your unique way.

#LI-Remote