Role Synopsis: Trains new Team Leaders on leadership-oriented content and drives compliance to coaching methodology by observing TL to agent coaching sessions and providing feedback to the TL alongside the Operations Manager.
- Train the Team Leader on leadership development content
- Observe TL to agent coaching sessions
- Audit TL compliance to approved coaching methodology using a standardized coaching effectiveness scorecard
- Liase with the Operations Manager in providing coaching to Team Leaders based on observation feedback
- Work with the OM in developing specific coaching strategies for TLs tagged as "MHN" (most help needed)