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Contact Centre Performance Coach

4 months ago

Wyong, Australia ING Full time

**Keen to move your career in a new direction?**:
**Bring your passion for coaching and development to ING**:
It’s a fun and exciting time to look for your next opportunity at ING, and we are looking for a creative and motivated **Performance** Coach** to join our high performing **Contact Centre**

If you’re passionate about helping people grow and coaching for success, keep on reading

**What you'll do**
- Review performance metrics and calls to uncover knowledge and skill gaps.
- Facilitate one on one coaching with Customer Care Specialists, support teams, and Team Leaders to provide feedback and opportunities for enhanced learning.
- Conduct post training competency assessments and record in the learning management system.
- Support mentor and upskill training to ensure new staff are adequately supported when they hit the floor.
- Support Team Leaders during coaching conversations related to capability by providing evidence of competency, observational notes, and learning support plans.
- Help roll out changes to the Contact Centre population and provide floor support post implementation to minimise disruption.

**What you'll bring**
- Demonstrated experience in a similar role with strong coaching and leadership experience, preferably within a contact centre environment.
- Flexibility to work in office during induction programs or project rollouts.
- Excellent presentation and communication skills, with the ability to build rapport with stakeholders from all levels.
- Experience in conflict management and performance management.
- An analytical and solution focused mindset.
- A genuine passion for helping others succeed and supporting their development.

**What's in it for you?**
- Parental Leave of up to 14 weeks paid leave for eligible employees.
- Annual rest day.
- Encouraged work/life balance, with a flexible combination of work from home and work in office around role requirements.
- Open and dynamic team environment.
- Employee Wellbeing Program so that you can be your “Best You.”
- Free onsite parking.

**About Us**

At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a modern and progressive team where individuality isn’t just accepted, it’s encouraged. You’ll be surrounded by people who are friendly, inclusive and respectful, who want you to reach your potential. It’s one of the many reasons we’re proud to be an Employer of Choice for Gender Equality.

We give people the freedom to take risks, stay curious and think differently, and seek new and better ways to make things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

Sound like the kind of place you’d feel at home? We’d love to hear from you.

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)