Coaching & Training Facilitator – Contact Center Operations

PRG has partnered with a leading financial services organization, to identify an experienced Coaching & Training Facilitator to support its Claims University and Contact Center leadership development programs. This role focuses on coaching front-line managers and directors, facilitating team learning sessions, and driving a culture of continuous improvement.Key Responsibilities:Coach Managers on effective time management, performance prioritization, and team leadership best practices.Develop and guide Contact Center Representatives and Managers through best-in-class coaching techniques to strengthen leadership and performance outcomes.Facilitate group learning sessions, workshops, and huddles for front-line and mid-level management teams.Support Directors and Managers in implementing Claims University program responsibilities, reviewing performance feedback, and improving coaching effectiveness.Lead small focus groups to gather actionable insights for program improvement and curriculum enhancement.Qualifications:1–2 years of professional coaching experience, utilizing recognized coaching models and performance improvement methods.Proven experience facilitating adult learning and small group training sessions.Strong understanding of adult learning principles, behavioral coaching, and performance management.Excellent communication skills both written and verbal with an ability to engage all levels of management.