Global Coaching Lead (Learning & Development)

SIDEGaming, Customer Support

IndiaFull-TimeLead

Salary not disclosed

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Job Details

Experience: 4–6 years of experience within Player Support, Customer Experience, Customer Support, BPO, or similar operational environments; 2–3 years of hands-on coaching experience.
Required Skills: Microsoft Office SuiteQuality AssuranceStakeholder managementCoaching

4–6 years of experience within Player Support, Customer Experience, Customer Support, BPO, or similar operational environments.
2–3 years of hands-on coaching experience, developing frontline agents and Team Leaders.
Strong understanding of coaching methodologies, adult learning principles, quality frameworks, and operational performance management.
Experience using Microsoft Office Suite, coaching trackers, reporting tools, and knowledge management platforms.
Strong stakeholder management skills with the ability to influence leaders across Operations, Quality, Learning & Development, and Client teams.
Experience within the gaming industry or supporting gaming clients is highly preferred.
Professional certifications in Coaching, Learning & Development, Leadership Development, or Performance Coaching is an advantage.
Experience supporting multiple global sites or distributed teams.
Exposure to coaching analytics and performance reporting.

Lead the design, implementation, and continuous improvement of coaching frameworks across multiple programs.
Develop coaching playbooks, guides, scorecards, and best practices.
Coach, mentor, and develop Team Leaders to improve their coaching effectiveness.
Deliver Train-the-Coach sessions across global teams.
Define and improve Grad Week and post-training coaching frameworks.
Analyze coaching data to identify trends and measure coaching effectiveness.
Build dashboards and reports to demonstrate coaching impact.

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