Senior Leadership Development Analyst

Position Title: Coaching Adoption & Enablement Lead
Department/COE: Coaching 
Employment Type: Full-Time
Location: Remote
Reports To: Global Director of Coaching

Position Summary

The Coaching Adoption & Enablement Lead is responsible for driving the successful implementation, adoption, and ongoing optimization of coaching programs across the organization. This role ensures that leaders, managers, and employees are equipped with the tools, skills, and support needed to integrate coaching practices into daily workflows. The coaching Adoption & Enablement lead will partner closely with P&C, L&D, and business stakeholders to build a coaching culture that improves performance, engagement, and organizational capability.

Key Job Responsibilities

• Change Management & Adoption Leadership: Plan, execute, and sustain change initiatives that drive adoption of coaching tools, platforms, and practices.
• Coaching Workflow Design and Standardization: Review the existing coaching workflow, systems used for performance data, KPIs and based on the observations design the new coach workflow using the new TTEC standard and customize the same to the client specific KPIs and work types.
• Stakeholder & Cross-Functional Partnership: Function as a central liaison across Operations, business stakeholders, and enable functions to ensure alignment and execution.
• Designing Reporting Structures: Design reporting framework, analyze periodic results and produce reports with actionable insights.
• Coaching Technology Adoption: Optimize coaching technology platforms, including monitoring user adoption metrics and resolving engagement gaps.
• Coaching Engagement & Effectiveness Enablement: Promote best practices and reinforce behaviors that improve the quality, consistency, and effectiveness of coaching.
• Governance & Framework Compliance: Ensure consistent, compliant application of coaching frameworks and standards with strong understanding of coaching governance.
• Training & Enablement Effectiveness: Conduct coaching-related training initiatives, drive post-training adoption, and measure enablement impact.
• Data & Analytics Insights: Utilize dashboards and analytics tools to monitor engagement, identify gaps, and recommend optimizations

Required Qualifications

• Influential Leadership: Ability to lead through influence, engage senior leaders and frontline teams, and drive adoption of new ways of working with large teams and global contact center environments.
• Analytical & Data Literacy: Strong analytical capability to interpret performance data, dashboards, and trends, and translate insights into informed, actionable decisions.
• Cross-Functional Collaboration: Experience collaborating across Operations, enablement, and business teams to deliver smooth implementation and sustained governance.
• Communication & Facilitation Skills: Strong written and verbal communication skills, with the ability to facilitate discussions, enable leaders, and influence diverse audiences.
• Change Management Expertise: Understanding of governance and change frameworks and compliance best practices.
• Execution & Accountability: High ownership mindset with the ability to manage multiple initiatives, deliver outcomes, and operate effectively in a fast-paced, remote environment.

Preferred Qualifications

4–10 years of relevant experience in Enablement, Training/Learning & Development, Coaching or Performance Consulting, and Change Management & Adoption, with demonstrated success driving behavioral change and sustained adoption in a global contact center environment.

Proven experience partnering with managers, senior leaders, and cross-functional stakeholders to embed coaching practices and influence ways of working.

Hands-on experience with coaching technology platforms, digital coaching tools, or performance management systems, including driving user adoption and measuring effectiveness.

Strong understanding of coaching methodologies and frameworks, including behavior-based coaching and performance coaching models.

Project management experience, with the ability to manage multiple initiatives, timelines, and stakeholders; PMP, Agile, or similar certification preferred.

Preferred Certification on Lean/Kaizen/Six Sigma or Root Cause Analysis Methodologies

Key Competencies

• Analytical thinking
• Problem-solving
• Collaboration and people skills
• Process design and optimization.
• Data storytelling
• Client-centered thinking

Success Indicators

• Improved reporting of coaching effectiveness
• High adoption rates and sustained usage of coaching tools and programs.
• Enhanced client satisfaction and program outcomes
• Accurate and actionable insights delivered consistently.
• Strong cross-functional collaboration and positive stakeholder feedback
• Increased leadership capability and employee engagement linked to coaching initiatives.