行业：Services
职位：Customer Service
部门：
人数：若干
性质：Full Time
性别：Male
婚姻：No marital status restrictions
学历：Open to all levels
经验：不限
年龄：18岁以上
待遇：面议
Skill Requirements:
Experience: Minimum 2 years of experience as a people manager; Not in any active disciplinary action at the time of applicationAttitude: Able to cooperate and work collaboratively toward solutions that generally benefit all involved parties and accomplish group objectivesCommunication: Able to effectively articulate thoughts and give insightful & actionable recommendations to the team verbally and in writingCritical Thinking: Able to identify the root cause of a problem through a deep-dive analysis and suggest initiatives to resolve the identified issueTechnical Skills: Able to navigate and work with the necessary business tools (MS Office Suite, SharePoint, etc.)Project management: Able to drive timely completion of tasks, whether BAU or a new initiative relevant to coaching operating model; this includes timely sending of reports, audits, training materials, or other resources required to be deliveredPerformance management: Able to review performance, identify opportunities, and partner with managers to deliver actions that aim to correct, maintain, and/or improve caching effectiveness performanceStakeholder management: Able to communicate and set timely and clear expectations to colleagues and other internal ops delivery partners; facilitate meetings with UMs, managers, senior leadershipWhat You’ll Do?
Manage overall coaching operational model effectiveness:Drive operational effectiveness through the execution, reporting, action planning and auditing of the program's coaching loop process:Management Alignment SessionsGoal Setting SessionsData Driven Coaching PlansCoaching TacticsTeam HuddlesPlan for SuccessCoaching Experience Sat SurveyDrive improvement of coaching and huddle experience:Identify opportunities, and share observations and recommendations with the UMs and managers to improve the coaching experience:Facilitate coaching triad, quad, and weekly/biweekly coaching sessions to help develop the UM coaching capabilityObserve team huddles and note down strengths and opportunities that will be used as the basis for identifying recommended actions to improve the huddle experienceevaluate the completeness, relevance, and overall quality of coaching documentationMonitor and support management alignment:Assist in aligning overall LOB strategy with the UMs' Coaching PlansMonitor the progress of teams against planned actions to improve CVMsChampion operational engagement:Recognize leaders who have demonstrated exemplary performanceDeliver reports, activities, and follow-through conversations:Update and deliver reports and insights on coaching compliance and effectivenessUpdate and communicate coaching compliance and effectiveness performance in staff meetings, business reviews, and offline reviews using different comms channelsReview and help manage operations workload:Review workload data, identify opportunities, and partner with operations managers in driving actions to improve UM efficiencyFacilitate continuous improvement efforts:onboard new UMs on coaching tools and processesCollaborate with operations managers and support teams in delivering upskilling initiatives to address UM coaching compliance and effectiveness challenges