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Coaching and Development Consultant

CenturyLink (NYSE: CTL) is a global communications, hosting, cloud and IT services company enabling millions of customers to transform their businesses and their lives through innovative technology solutions. CenturyLink offers network and data systems management, Big Data analytics and IT consulting, and operates more than 55 data centers in North America, Europe and Asia. The company provides broadband, voice, video, data and managed services over a robust 250,000-route-mile U.S. fiber network and a 300,000-route-mile international transport network.

Coaching & Development Consultant

The Coaching & Development Consultant (CDC) is charged with the on-going coaching and development of frontline leadership across both inbound and outbound call center operations.

This key position consults with the frontline leadership team, predominantly Supervisors, to enhance their coaching skills and achieve their assigned targets. The Coaching & Development Consultant will be expected to work both independently when assessing an individual Supervisors strengths/opportunities as well as collaboratively with senior leadership and business owners to determine areas of focus. The CDC will be expected to become an early adopter of change as initiatives are deployed and look to model those required skills/behaviors within the contact center. Additionally, the CDC will need to ensure that their coaching strategies and development plans are in line with their Coaching & Development teammates in other centers and are supportive of the larger Consumer organizations goals.

Responsibilities:

  • Achieves and maintains certified status (and master certified, as required) in Coaching Fundamentals program
  • Partners with Center Manager and senior leadership to identify areas of opportunity within the frontline leadership team and, using coaching best practices, designs customized coaching plans to drive performance at the Supervisor level
  • Determines coaching needs based on thorough Supervisor and agent observations to include: team huddles, Supervisor/agent one-on-ones, remote call monitoring, side-by-side observations, reviewing QA feedback, etc. as needed
  • Consults with Center Manager to understand areas of opportunity and prioritize needs
  • Conducts personalized coaching sessions with frontline leadership to review observations & performance and discover Supervisors priorities for their own development, discuss strategies
  • Translates business unit and site level goals into actionable targets for specific teams
  • Maintains accurate records of all coaching sessions in the coaching database tool and regularly provides feedback to Center Managers based on their progress
  • Achieves measurable results on a week-over-week basis within targeted teams, consistently delivers 100% of coaching targets monthly, and produces accurate reporting to convey results
  • Assists with the design and delivery of continuing education content at the frontline level
  • Participates in team huddles and may be called upon to lead specific content as needed

Core Qualifications:

  • Bachelors Degree in a related field (Business, Communications, or similar) or equivalent work experience
  • Five to seven years call center operations experience, with a strong understanding of frontline supervisory methodologies
  • Demonstrated professionalism and ability to work independently with minimal supervision
  • Ability to identify trends, assess knowledge gaps and communicate recommendations for improvement to a leadership audience
  • Strength in writing coaching plans and communicating effectively with a frontline audience
  • Action-oriented and creative thinker who can focus on detailed implementation and execution
  • Outstanding organization and time management skills; a proven ability to manage multiple initiatives independently in a dynamic environment
  • Ability to effectively operate within diverse and cross-functional groups
  • Occasional travel (

Vacancy Locations:

Boise, ID.

Idaho Falls, ID.

Jefferson City, MO.

Johnson City, TN.

Midvale, UT.

Phoenix, AZ.

San Marcos, TX.

Shreveport, LA.

Tarboro, NC.

#LI-POST1

Alternate Location: US-Arizona-Phoenix; US-Idaho-Boise; US-Idaho-Idaho Falls; US-Louisiana-Shreveport; US-Missouri-Jefferson City; US-North Carolina-Tarboro; US-Tennessee-Johnson City; US-Texas-San Marcos; US-Utah-Midvale

Requisition # : 132024

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at

EEOStatement

No Discrimination. We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, marital status, family status, pregnancy, or other legally protected status (collectively, protected statuses). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.



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