ABOUT THE ROLE
Coaches at Calibrate create accountability and drive real results for our members. We cheerlead, support, and guide Calibrate members as they set and achieve incremental goals through the year-long Calibrate program.
As a Coaching Team Lead at Calibrate, you will be responsible for supporting a team of coaches. The primary focus will be to support, advise, and motivate coaches; while also supporting the manager to deliver exceptional member experiences, quality care delivery, and outcomes. In addition to the coaching responsibilities, Coaching Leads will partner with the Coach Managers to support each team's day-to-day needs, including escalations, coach training, answering questions, member coverage, and team building to support each team of coaches. The goal of the Team Lead position is to grow and develop as a leader on the team in supporting other coaches and assisting managers with administrative tasks. All disciplinary tasks will be completed by the Coach Manager.
This role does not engage in management tasks such as performance improvement plans or corrective coaching conversations.
The rate for this role is $24 per hour. The shift is 12:30 - 9:30pm EST.
KEY RESPONSIBILITIES
The day-to-day will consist of providing coaching and mentorship to ensure coaches are successful to deliver exceptional member experiences. You will:
- Meet all the job requirements of a Calibrate Coach
- Emulate Calibrate values consistently and champion our values to the team
- Support a team of coaches by providing guidance, coaching, and consistent feedback with collaboration and support from the Coach Manager. This includes onboarding, training, audits, cross functional collaboration, leading team meetings, answering questions, and assisting with daily operations in leading the team.
- Monitor and reply to Slack channel conversations and questions from the team in a timely manner
- Assist coaches in knowledge sharing with clear and reliable communication that aligns with company objectives
- Support and disseminate announcements and updates for the team in Slack in a timely manner
- Assist the Coach Manager with administrative tasks, including quality evaluation of coaching notes, tracking and improving member engagement, reviewing outcomes, providing improvement suggestions, and supporting member satisfaction to meet performance metrics and Calibrate’s business objectives.
- Daily operational support with medium to low risk escalations for the coaching team to build a best-in-class experience for our members and coaches
- Become an expert on our internal systems, processes, and technology to actively assist coaches
- Partner with the Coach Managers to identify learning opportunities and address knowledge gaps, ensuring effective training for all coaches.
- Partner with coaches and Coach Managers to build shared learnings and provide consistency for all of our members
- Support the team by responding to Zendesk messages and rescheduling requests within 48 hours, and assist with Slack channel responses as appropriate for the Coaching Lead role.
- SME in Calibrate Central to support training and troubleshooting for coaches
- Support Coach Manager in miscellaneous tasks as assigned and within scope
- Perform a minimum of 20 hours per week coaching and about 20 hours per week of Team Lead duties.
- Maintain good standing with members and member engagement to ensure performance metrics are met for coaching role
- Support miscellaneous tasks as assigned by the Coach Manager, within the scope of the role.