6. Define Your Coach-the-Coach Program
Examples
1. What is your • No news is good news. We’ll let you know if you do
coaching 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 a
manage your portion of a Supervisor’s overall scorecard.
Coaches’ • A Supervisor’s coaching index accounts for 20% of
performance? 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.
7. Define Your Coach-the-Coach Program
Examples
3. Who will Coach • Our Coaches are observed and coached by both
your 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 their
the 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.
8. Establish Your
Coaching
Standards
What are the elements of
an effective coaching
conversation?
Create your own or use
an established model
• GROW Model
• Effective Coaching
(Cook, 1998)
Rating and scores
Track what’s coached
and next steps
SOAR Scorecard Example
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