As a Field Coach Trainer your mission is to support and develop teams in delivering the client experience to the benefit of Client Service business. Through local execution of corporate strategy, you will train and coach client e-commerce advisors to become ambassadors of Brand culture, values, and processes.
Your role is to partner up with Team Manager(s) to deliver the training path for the back of house teams (ex: Back Office, Distant Care Services, RTA,…), enable Advisors to enhance client experience and develop skills to engage our Clients and internal teams and external partners and ensure the fastest resolution time on any issues.
Eventually, you will ensure coaching and training are at the heart of team performance.
Client Experience
- Analyze performances, provide feedback and trends, and come with appropriate action plans on training needs.
- Provide on-going feedback to Team Managers and HR on the performance/progress of individual team members.
- Support Team Managers with coaching, work organization
Referent Community
- Coordinate, animate the back of house community and develop their business knowledge, training, and presentation skills.
- Ensure efficient preparation and execution of Daily Moments across the teams.
Process/Tools Training
- Partner with zone and central teams to organize specific visits and inductions, roll out processes and tools re-trainings and conduct specific performance assessment.
- Adapt any module to the specificities of a Back of house Client Service environment.
Recruitment and onboarding
- Organize the training program in collaboration with the team referents, develop training materials and create testing and evaluation processes.
- Liaise with HR to ensure proactive planning for new employees.
- Ensure a consistent and qualitative on-boarding for all new starters, giving individual feedback on their progress while keeping Management and HR informed.
