As part of SIDE's Global Player Support organization, the Global Coaching Lead is responsible for leading the strategy, execution, and continuous improvement of coaching programs that enhance agent performance, Team Leader capability, and overall operational excellence across global Player Support teams.
Working closely with Operations, Quality, Learning & Development, Workforce Management, and Client stakeholders, you will ensure coaching initiatives are aligned with business objectives, quality standards, and player experience goals.
The ideal candidate brings strong coaching experience within Player Support, Customer Experience, BPO, or the gaming industry, with a passion for developing people, using performance insights to drive improvement, and building a coaching culture across global teams.
What You'll Be Doing
Coaching Strategy & Delivery
- Lead the design, implementation, and continuous improvement of coaching frameworks across multiple programs.
- Develop coaching playbooks, coaching guides, scorecards, feedback templates, and best practices.
- Standardize coaching methodologies to ensure consistency across global locations.
- Ensure coaching initiatives align with operational KPIs, quality expectations, client requirements, and player experience objectives.
- Drive coaching governance and continuously improve coaching processes using operational insights and performance data.
- Support coaching readiness during new client implementations, process transitions, and operational changes.
Team Leader Coaching & Capability Development
- Coach, mentor, and develop Team Leaders to improve their coaching effectiveness.
- Deliver Train-the-Coach sessions across global teams.
- Observe coaching sessions and provide structured feedback to improve coaching quality.
- Implement coaching calibration sessions to ensure consistency across sites.
- Identify coaching capability gaps and partner with Operations, QA, and L&D to implement targeted development plans.
- Support performance improvement initiatives through structured coaching interventions.
New Hire & Operational Readiness
- Define and continuously improve Grad Week and post-training coaching frameworks.
- Partner with L&D and Operations to ensure smooth transition from classroom training to production.
- Provide structured coaching during shadowing and nesting activities.
- Identify early performance risks and implement targeted coaching plans.
- Reinforce quality standards, customer experience principles, and operational processes.
- Support continuous improvement of onboarding, certification, and readiness programs.
Performance & Continuous Improvement
- Analyse coaching data to identify trends, risks, and improvement opportunities.
- Measure coaching effectiveness using QA scores, CSAT, DSAT, productivity, operational KPIs, and coaching outcomes.
- Translate operational insights into actionable coaching initiatives.
- Build dashboards and reports that demonstrate coaching impact.
- Partner with Business Intelligence and QA teams to improve coaching reporting and analytics.
- Drive continuous improvement through innovative coaching methodologies and scalable coaching solutions.
Requirements
What You'll Bring
- 4–6 years of experience within Player Support, Customer Experience, Customer Support, BPO, or similar operational environments.
- 2–3 years of hands-on coaching experience, developing frontline agents and Team Leaders.
- Experience within the gaming industry or supporting gaming clients is highly preferred
- Strong understanding of coaching methodologies, adult learning principles, quality frameworks, and operational performance management.
- Experience using Microsoft Office Suite, coaching trackers, reporting tools, and knowledge management platforms.
- Strong stakeholder management skills with the ability to influence leaders across Operations, Quality, Learning & Development, and Client teams.
Preferred Qualifications
- Professional certifications in Coaching, Learning & Development, Leadership Development, or Performance Coaching is an advantage.
- Experience supporting multiple global sites or distributed teams.
- Exposure to coaching analytics and performance reporting.
