SME Coach

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

📋 Description

• Serve as the subject-matter expert on coaching frameworks, methodologies, and best practices within Wing.

• Collaborate with supervisors and managers in the lowest performance quartile, offering personalized coaching, shadowing, and skill enhancement.

• Carry out triads and live coaching observations, providing constructive feedback and tracking behavioral improvements.

• Ensure the consistent application of the PETI model in all coaching and performance management sessions.

• Work alongside Quality, Training, and Operations leadership to pinpoint recurring performance gaps in supervisors and develop targeted interventions.

• Analyze coaching logs, QA reports, and performance data to uncover improvement opportunities and monitor progress.

• Facilitate train-the-trainer sessions or calibration workshops to uplift coaching standards across teams.

• Act as a mentor and resource for coaches, QA specialists, and L&D facilitators aiming to enhance their coaching skills.

• Deliver weekly and monthly reports summarizing impact, key observations, and actionable insights.

⛳️ Requirements

• At least 5 years of experience in operations, training, or quality leadership, with a minimum of 2 years dedicated to coaching enablement or supervisor development.

• Proven expertise in coaching frameworks, performance management, and adult learning principles.

• Demonstrated success in working with underperforming teams or supervisors to achieve measurable improvements.

• Exceptional communication, facilitation, and feedback delivery abilities.

• Strong analytical skills with the capability to interpret QA data, performance metrics, and qualitative insights.

• In-depth knowledge of Wing’s PETI model or comparable structured coaching methodologies.

• Empathetic, organized, and highly credible when engaging with both senior leaders and developing supervisors.

• Certification in coaching, leadership development, or performance consulting.

• Experience in BPO, managed services, or enabling remote workforces.

• Background in designing and evaluating leadership development or coaching curricula.

• Competence in conducting triad observations, calibration sessions, and PETI model audits.

🏝️ Benefits

• Opportunity to work in a dynamic and supportive environment.

• Access to continuous professional development and training resources.

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.