**Who we are: **At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other. We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA. **Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed they’re essential.** **Job summary** positive and achievable outcomes. **Prior Experience Customer communications management experience Prior knowledge in coaching tactics and action plans. ACE Course certification is mandatory (internally) Experience in Root Cause Analysis and Deep Data Analysis Experience in Leadership skills and Emotional intelligence Experience in Operations Supervision or Management if possible Experience in Project Management or related Experience in Training or internal Team Development and Upskilling 3-5 years' experience minimum in a BPO leading teams Lean six sigma experience (preferably) **Job duties Design coaching programs to develop leaders according to the budget given by the company. Planning and executing coaching programs following the requirements of CP360. Evaluate the needs of our individuals’ development as well as the company’s. Evaluate and provide support to the success of the coaching loop. Prepare and analyze recurrent reports. Provide support on the improvement of the Coaching Loop at the company. Provide training sessions following the curriculum designed for our in-house SkillUP Academy. Prepare recurrent follow-up reports regarding the development of their activities for their manager(s). Comply with the internal processes of the company. Attend follow-up meetings with different teams. Attend and lead client-facing reporting meetings. Evaluate performance of assigned teams. Provide coaching and feedback. Ensure behaviors are closed according to our Learning Patterns. Display assertiveness in the resolution of issues. Display analytical skills: Analyzing metrics and results. Propose action plans. **Conditions** - $4´500.00 Base salary - Schedules Monday to Friday 8am to 5pm. - 100% on site - Paid Vacation and Sick leave - Career & Leadership Development Training Programs - Corporate Employee Discounts on Partnered Stores