Define Your Coach-the-Coach Program Examples1. What is your • No news is good news. We’ll let you know if you docoaching culture? something wrong. • We think that coaching is an important part of the supervisor/agent relationship, which impacts not just agent performance but satisfaction, engagement and workplace culture. • Our environment changes so much that coaching is required to ensure we are meeting compliance and accuracy requirements.2. How will you • Completion of coaching activities accounts for amanage your portion of a Supervisor’s overall scorecard.Coaches’ • A Supervisor’s coaching index accounts for 20% ofperformance? his or her overall bonus.• Incentives? • A Supervisor who does not meet the minimum• Annual or quarterly required Coaching Evaluation score is placed on review? probation until the score improves.• Scorecard? • Supervisors are evaluated based on their team’s• Poor performance? performance results.
Define Your Coach-the-Coach Program Examples3. Who will Coach • Our Coaches are observed and coached by bothyour Coaches? their direct managers and designated members of• Managers, Training, the Learning and Performance team. QA, Mentors • Each of our coaches has a coaching mentor who works with them on establishing coaching goals and monitoring coaching progress.4. What is our Coach • Each Coach has a Coaching Plan that outlines theirthe Coach process? strengths and weaknesses. Each month, the Coach is observed during 2 coaching conversations, the Coach self-evaluates against the Coaching Plan, and meets with their Manager to review and track progress.
Establish YourCoachingStandardsWhat are the elements ofan effective coachingconversation?Create your own or usean established model• GROW Model• Effective Coaching (Cook, 1998)Rating and scoresTrack what’s coachedand next stepsSOAR Scorecard Examplewww.linkedin.com/in/rebeccargibson