Position Summary

The Learning & Development Coach is responsible for delivering and sustaining leadership development initiatives that improve coaching effectiveness, leadership capabilities, and organizational performance. This role facilitates leadership training, evaluates coaching quality through recorded coaching sessions, provides developmental feedback to leaders, and partners with stakeholders to ensure coaching standards are consistently met.

In addition to coaching responsibilities, the Learning & Development Coach contributes to the design, implementation, and execution of Learning & Development initiatives and cross-functional projects that support organizational goals.

Key Responsibilities

Leadership Development

  • Facilitate virtual leadership development programs.
  • Deliver workshops on coaching, communication, feedback, emotional intelligence, performance management, and leadership fundamentals.
  • Ensure participants successfully complete leadership certification requirements.
  • Conduct follow-up sessions to reinforce learning and sustain behavioral change.
  • Adapt facilitation techniques based on audience needs and business objectives.

Coaching Quality Assurance

  • Review recorded coaching sessions using established evaluation criteria.
  • Assess coaching conversations for quality, effectiveness, and adherence to leadership standards.
  • Provide verbal coaching feedback to leaders.
  • Identify strengths, opportunities, and behavioral trends across coaching populations.
  • Calibrate scoring with other evaluators to maintain consistency.
  • Monitor coaching improvement over time and recommend development plans.

Coach Development

  • Conduct one-on-one coaching sessions with people leaders, including during nesting.
  • Mentor SMEs, supervisors and managers on effective coaching techniques.
  • Model best practices through live coaching demonstrations.
  • Assist leaders in developing action plans to improve coaching effectiveness.
  • Build coaching capability across the organization.

Learning & Development Projects

  • Participate in departmental and organizational learning initiatives.
  • Lead assigned L&D projects from planning through implementation.
  • Develop project timelines, deliverables, and communication plans.
  • Collaborate with Operations, HR, Quality, Training, and other business partners.
  • Track project milestones and report progress to stakeholders.
  • Support change management efforts related to learning initiatives.
  • Support in content creation and instructional design tasks.

Continuous Improvement

  • Analyze coaching and training data to identify trends.
  • Recommend improvements to leadership programs.
  • Update training materials and coaching resources as needed.
  • Research best practices in adult learning and leadership development.
  • Support innovation in learning delivery methods.

Qualifications

Education

Bachelor's degree in:

  • Organizational Development
  • Human Resources
  • Education
  • Psychology
  • Business Administration
  • Related field

Equivalent experiences will be considered.

Experience

Required:

  • 1-3 years in Learning & Development, Training, Leadership Development, or Organizational Development.
  • Experience facilitating instructor-led training.
  • Experience coaching supervisors, managers, or leaders.
  • Experience evaluating coaching conversations or performance quality.
  • Experience managing or contributing to business projects.

Preferred:

  • Experience in a BPO, contact center, or customer experience environment.
  • Experience with leadership certification programs.
  • Experience with instructional design.
  • Experience using Learning Management Systems (LMS).

Knowledge

  • Adult Learning Principles
  • Leadership Development
  • Coaching Methodologies
  • Performance Management
  • Instructional Design fundamentals
  • Facilitation techniques
  • Project Management principles
  • Change Management
  • Data analysis and reporting
  • Learning evaluation methods

Skills

Leadership

  • Executive presence
  • Influencing without authority
  • Relationship building
  • Stakeholder management
  • Emotional intelligence

Coaching

  • Active listening
  • Powerful questioning
  • Feedback delivery
  • Performance coaching
  • Behavioral observation

Facilitation

  • Classroom facilitation
  • Virtual facilitation
  • Group engagement
  • Presentation skills
  • Storytelling

Analytical

  • Trend analysis
  • Quality evaluation
  • Root cause analysis
  • Data interpretation
  • Reporting

Project Management

  • Planning
  • Organization
  • Time management
  • Prioritization
  • Risk identification
  • Follow-up

Competencies

  • Coaching Excellence
  • Facilitation Excellence
  • Learning Agility
  • Accountability
  • Collaboration
  • Strategic Thinking
  • Customer Focus
  • Continuous Improvement
  • Adaptability
  • Results Orientation
  • Communication
  • Problem Solving
  • Innovation

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