Call Center Performance Coach

Position Overview

The Senior Performance Coach is responsible for leading onboarding and driving ongoing performance development within Prime Group's in-house Call Center. This role owns the delivery and continuous improvement of training programs that support sales excellence, customer service standards, and operational effectiveness. The Senior Performance Coach facilitates classroom and virtual learning, conducts structured coaching sessions informed by call evaluations and performance data, and partners closely with Operations leadership to identify skill gaps and implement targeted development initiatives. This position plays a critical role in ensuring new hires and tenured team members achieve and sustain key performance metrics. The Senior Performance Coach reports directly to the EVP, Training and Learning Development, and collaborates with cross-functional stakeholders to support evolving business priorities. This position is required to work on site at the call center during scheduled hours.

Responsibilities

• Lead and facilitate onboarding programs for new hires, ensuring readiness to meet performance and customer experience standards.
• Design, deliver, and continuously improve learning experiences for new and tenured team members, including classroom instruction, team huddles, workshops, and virtual learning sessions.
• Conduct structured 1:1 coaching sessions using call listening, quality evaluations, and performance data to drive measurable improvement in sales, service, and compliance metrics.
• Analyze performance trends to identify skill gaps and recommend targeted training interventions aligned with business goals.
• Partner with Operations leadership to align training initiatives with evolving processes, systems, and performance expectations.
• Mentor and support L&D Specialists in facilitation techniques, learner engagement strategies, and classroom management best practices.
• Manage training participation and engagement standards, including attendance tracking, behavioral expectations, and performance documentation.
• Oversee onboarding assessments and readiness evaluations to ensure a successful transition from training to production.
• Maintain accurate training documentation and administrative records to support compliance and reporting needs.
• Pursue ongoing professional development in facilitation, adult learning theory, coaching methodology, and performance consulting.
• Perform other duties as assigned.

Qualifications

• Minimum of 3–5 years of experience in a call center environment, including demonstrated success in sales and/or customer service performance
• Minimum of 2 years of experience in training, facilitation, coaching, or performance development
• Proven ability to conduct structured coaching sessions using call evaluations, performance data, and quality metrics
• Strong understanding of call center KPIs (e.g., conversion, revenue, quality assurance, customer satisfaction, compliance, productivity)
• Excellent verbal and written communication skills with the ability to deliver feedback in a clear, constructive, and motivating manner
• Strong facilitation skills with the ability to engage diverse learning styles in both classroom and virtual settings
• Ability to analyze performance trends and identify skill gaps to inform training strategy
• Exceptional organizational skills and attention to detail
• Ability to adapt quickly in a fast-paced, evolving environment
• Demonstrated ability to build credibility and trusted partnerships with frontline employees and operational leaders
• Self-directed with strong accountability and follow-through

Education And Experience

• Bachelor's degree preferred; equivalent combination of education and relevant experience will be considered
• Prior experience leading onboarding or structured training programs in a call center environment strongly preferred
• Demonstrated history of high performance in a sales and/or customer service role required

Physical/Sensory Requirements

• Must be able to sit for prolonged periods of time at the computer to conduct trainings
• Periodic eye strain from computer use
• Must have manual dexterity to use the computer keyboard, phone, and other office equipment
• Can move freely around the office when not conducting a training session

Benefits

• Competitive rate of pay and a generous benefits program
• Salary commensurate with experience
• Medical, Dental, life, vision, short-term disability, and long-term disability insurance program
• Paid vacation time; paid sick time; paid holidays

Pay

Starting from USD $65,000.00/Yr.