Global Coaching Lead – Learning & Development

🔥 3 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Side

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2019

💼 Consulting

🛍️ eCommerce

🏪 Marketplace

Consulting • eCommerce • Marketplace

Side is

📋 Description

• Lead the design, implementation, and continuous improvement of coaching frameworks across multiple programs • Develop coaching playbooks, coaching guides, scorecards, feedback templates, and best practices • Standardize coaching methodologies across global locations • Align coaching initiatives with operational KPIs, quality expectations, client requirements, and player experience objectives • Drive coaching governance and improve coaching processes using operational insights and performance data • Support coaching readiness during new client implementations, process transitions, and operational changes • Coach, mentor, and develop Team Leaders to improve coaching effectiveness • Deliver Train-the-Coach sessions across global teams • Observe coaching sessions and provide structured feedback • Implement coaching calibration sessions across sites • Identify coaching capability gaps and partner with Operations, QA, and L&D on development plans • Support performance improvement initiatives through structured coaching interventions • Define and improve Grad Week and post-training coaching frameworks • Partner with L&D and Operations on transition from classroom training to production • Provide structured coaching during shadowing and nesting activities • Identify early performance risks and implement targeted coaching plans • Reinforce quality standards, customer experience principles, and operational processes • Support continuous improvement of onboarding, certification, and readiness programs • Analyse coaching data to identify trends, risks, and improvement opportunities • Measure coaching effectiveness using QA scores, CSAT, DSAT, productivity, operational KPIs, and coaching outcomes • Translate operational insights into actionable coaching initiatives • Build dashboards and reports demonstrating coaching impact • Partner with Business Intelligence and QA teams to improve coaching reporting and analytics • Drive continuous improvement through innovative and scalable coaching solutions

🎯 Requirements

• 4–6 years of experience within Player Support, Customer Experience, Customer Support, BPO, or similar operational environments • 2–3 years of hands-on coaching experience developing frontline agents and Team Leaders • Experience within the gaming industry or supporting gaming clients is highly preferred • Strong understanding of coaching methodologies, adult learning principles, quality frameworks, and operational performance management • Experience using Microsoft Office Suite, coaching trackers, reporting tools, and knowledge management platforms • Strong stakeholder management skills influencing leaders across Operations, Quality, Learning & Development, and Client teams • Professional certifications in Coaching, Learning & Development, Leadership Development, or Performance Coaching are an advantage • Experience supporting multiple global sites or distributed teams • Exposure to coaching analytics and performance reporting