Role OverviewThe 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.
What You Will Do
Lead and facilitate onboarding programs for new hires, design and deliver learning experiences for new and tenured team members, conduct structured 1:1 coaching sessions, analyze performance trends, and partner with Operations leadership to align training initiatives with evolving processes.
Why It Might Be a Fit
The ideal candidate will have a minimum of 3-5 years of experience in a call center environment, including demonstrated success in sales and/or customer service performance, and a strong understanding of call center KPIs.
Requirements
- Minimum of 3–5 years of experience in a call center environment
- 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
- Strong facilitation skills
- Ability to analyze performance trends and identify skill gaps
- 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
Benefits
- Competitive rate of pay
- Generous benefits program
- Medical, Dental, life, vision, short-term disability, and long-term disability insurance program
- Paid vacation time
- Paid sick time
- Paid holidays
- Salary commensurate with experience
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