Managing Coach Operations

About the role

The Managing Coach, Operations leads the performance and budget of client groups, setting objectives, analysing metrics and ensuring goals are met. The role also oversees hiring, training and motivating teams to deliver excellent customer service.

Key responsibilities

• Manage performance and productivity by setting objectives and reviewing KPIs.
• Review and analyse reporting trends to identify improvement opportunities.
• Develop and implement strategies to enhance processes and meet performance goals.
• Monitor staffing levels according to the Resource Balancing Plan.
• Recommend hiring, transfers, promotions or dismissals as appropriate.
• Interact with clients professionally in line with company policies.
• Maintain accurate employee and client performance records, including reviews, audits and productivity reports.
• Champion company core values and engage employees through programs.
• Perform other duties as assigned.

Required profile

• Previous experience in a Team Leader or similar managerial role.
• Ability to obtain any required collection/trace licences for relevant jurisdictions.
• Minimum education varies by location (e.g., high school diploma in North America, 3 CSEC passes in Trinidad & Tobago).
• Fluent English in all locations.

What we offer

• Growth opportunities with internal promotion pathways.
• Comprehensive paid training to ensure success.
• Team‑oriented culture that encourages collaboration.
• Diversity & inclusion commitment.
• Fun workplace with engagement activities and social events.
• State‑of‑the‑art offices designed for productivity.
• Rewarding work that helps businesses grow while making a difference.