Global Coaching Lead – Learning & Development

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee the design, execution, and ongoing enhancement of coaching frameworks across various programs.

• Create coaching playbooks, guides, scorecards, feedback templates, and establish best practices.

• Standardize coaching methodologies across international locations.

• Ensure alignment of coaching initiatives with operational KPIs, quality standards, client needs, and player experience goals.

• Lead coaching governance and enhance coaching processes by utilizing operational insights and performance metrics.

• Facilitate coaching readiness during new client implementations, process transitions, and operational adjustments.

• Mentor and coach Team Leaders to boost coaching effectiveness.

• Conduct Train-the-Coach sessions with teams globally.

• Observe coaching sessions and offer structured feedback.

• Implement coaching calibration sessions across different sites.

• Identify gaps in coaching capabilities and collaborate with Operations, QA, and L&D on development strategies.

• Aid performance improvement initiatives through structured coaching interventions.

• Define and enhance Grad Week and post-training coaching frameworks.

• Collaborate with L&D and Operations to transition from classroom training to operational production.

• Provide structured coaching during shadowing and nesting activities.

• Recognize early performance risks and deploy targeted coaching plans.

• Reinforce quality standards, customer experience principles, and operational processes.

• Assist in the continuous improvement of onboarding, certification, and readiness programs.

• Analyze coaching data to uncover trends, risks, and opportunities for enhancement.

• Evaluate coaching effectiveness through QA scores, CSAT, DSAT, productivity metrics, operational KPIs, and coaching outcomes.

• Convert operational insights into actionable coaching initiatives.

• Develop dashboards and reports that illustrate coaching impact.

• Collaborate with Business Intelligence and QA teams to enhance coaching reporting and analytics.

• Promote continuous improvement through innovative and scalable coaching solutions.

⛳️ Requirements

• 4–6 years of experience in Player Support, Customer Experience, Customer Support, BPO, or related operational settings.

• 2–3 years of direct coaching experience in developing frontline agents and Team Leaders.

• Experience in the gaming industry or supporting gaming clients is highly desirable.

• Strong grasp of coaching methodologies, adult learning principles, quality frameworks, and operational performance management.

• Proficiency in using Microsoft Office Suite, coaching trackers, reporting tools, and knowledge management systems.

• Excellent stakeholder management abilities, influencing leaders across Operations, Quality, Learning & Development, and Client teams.

• Professional certifications in Coaching, Learning & Development, Leadership Development, or Performance Coaching are a plus.

• Experience in supporting multiple global sites or distributed teams.

• Familiarity with coaching analytics and performance reporting.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career progression.

• Flexible working hours and remote work options.

• Engaging company culture and team-building activities.

• Health and wellness programs, including fitness memberships.