Lorien
Contact Centre Performance Coach
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Contact Centre Performance Coach
Location: Peterborough
Duration: Initial 6-Month Contract (Potential Extension to 9 Months)
Working Pattern: On-site
We're recruiting experienced Contact Centre Coaches, Trainers, and Performance Coaches to support a major customer service transformation programme for a leading organisation within a regulated industry.
This project focuses on enhancing the capability of contact centre colleagues through effective coaching, training, and development interventions. You'll play a key role in helping customer-facing teams improve performance, customer experience, and overall service delivery.
Key Responsibilities
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- Deliver one-to-one and group coaching sessions to contact centre advisors.
- Identify performance gaps and implement targeted development plans.
- Support the delivery of training and upskilling initiatives.
- Provide ongoing feedback and performance support to operational teams.
- Work closely with team leaders and stakeholders to embed best practice.
- Monitor coaching effectiveness and support continuous improvement activities.
- Help drive improvements in customer outcomes, service quality, and operational performance.
Skills & Experience
Essential
- Proven experience coaching, mentoring, or training staff within a contact centre or call centre environment.
- Strong communication and influencing skills.
- Ability to build credibility with stakeholders at all levels.
- Demonstrable experience improving individual and team performance through coaching interventions.
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Desirable
- Experience within a Financial Services or other regulated environment.
- Knowledge of customer service quality frameworks, compliance requirements, or performance improvement methodologies.
- Previous involvement in large-scale transformation or change programmes.
If you're passionate about developing people, driving performance improvement, and supporting operational excellence, we'd love to hear from you.
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