Performance Coach

Position Summary

The Performance Coach is responsible for evaluating the skill proficiency of Default Service and Specialized Services Representatives, identifying individual and team development needs, and implementing targeted coaching strategies to enhance performance. This role partners closely with departmental leadership to design, develop, and continuously refine effective training materials that align with business objectives and operational standards. In addition, the Performance Coach delivers engaging, high-quality training programs that promote knowledge of retention, improve service delivery, and drive overall performance outcomes.

Essential Duties and Responsibilities

• Assess employee skill levels to design and deliver effective training in one-on-one, virtual, and group settings.
• Create engaging and motivating learning environments using diverse communication styles and instructional techniques.
• Develop and facilitate clear, professional training presentations across a variety of scenarios.
• Identify and address learning needs for Default and Specialized Services teams through targeted training and coaching.
• Monitor performance metrics and audit results to identify gaps, trends, and opportunities for improvement.
• Recommend and implement training initiatives aligned with policy changes, quality findings, and business needs.
• Maintain in-depth knowledge of departmental processes, policies, and cross-functional impacts.
• Provide coaching and performance feedback, escalating concerns when appropriate, and partner with Quality Audit to ensure alignment with current standards.
• Other duties as assigned.

Required Experience

• Minimum of 2 years of experience in classroom training, curriculum development, and performance improvement.
• Minimum of 3 years of experience in call center training and facilitation.
• Minimum of 3 years of experience in a customer service call center environment.

Skills Required

• Intermediate knowledge of Microsoft Office products, such as PowerPoint, Word, and Excel.
• Excellent written and verbal communication, and interpersonal skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Strong critical thinking capabilities when analyzing information to make appropriate decisions.
• Effective problem-solving skills.
• Able to collaborate cross-functionally.
• Must be organized to manage multiple projects at one time.
• Able to prioritize competing demands given by management.
• Display flexibility in adapting to rapidly changing conditions.
• Must be reliable and follow through on commitments and meet deadlines.

Additional Requirements

• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Atlanta, GA, Dallas, TX.

Qualifications

• Preferred ATD (Association for Talent Development) certification.
• Prior experience in a captive finance company and/or vehicle leasing environment.