SME Coach at Wing Assistant – Philippines

Were hiring an experienced SME Coach to serve as the subject-matter expert in coaching excellence and supervisor development. This role directly supports Wings bottom-quartile supervisor population through intensive coaching, observation, and structured follow-through. The SME Coach ensures consistent application of Wings PETI Coaching Model (PrepareEngageTeachIntegrate) across the organization improving leadership quality, coaching outcomes, and team performance metrics.

- Act as the subject-matter expert for coaching frameworks, methodologies, and best practices within Wing.

- Partner with supervisors and managers in the bottom performance quartile, providing individualized coaching, shadowing, and skill reinforcement.

- Conduct triads and live coaching observations, delivering constructive feedback and documenting behavioral improvements.

- Ensure consistent execution of the PETI model across all coaching and performance management sessions.

- Collaborate with Quality, Training, and Operations leadership to identify recurring supervisor performance gaps and design targeted interventions.

- Review and analyze coaching logs, QA reports, and performance data to identify improvement opportunities and track progress.

- Facilitate train-the-trainer sessions or calibration workshops to elevate coaching standards across teams.

- Serve as a mentor and resource for coaches, QA specialists, and L&D facilitators seeking to enhance their own coaching capabilities.

- Provide weekly and monthly reports summarizing impact, key observations, and actionable insights.

- Minimum 5 years of experience in operations, training, or quality leadership, with at least 2 years focused on coaching enablement or supervisor development.

- Demonstrated expertise in coaching frameworks, performance management, and adult learning principles.

- Proven success working with underperforming teams or supervisors to drive measurable improvement.

- Excellent communication, facilitation, and feedback delivery skills.

- Strong analytical skills with the ability to interpret QA data, performance metrics, and qualitative insights.

- Deep familiarity with Wings PETI model or similar structured coaching methodologies.

- Empathetic, structured, and highly credible in handling both high-level leaders and developing supervisors.

- Certification in coaching, leadership development, or performance consulting.

- Experience in BPO, managed services, or remote workforce enablement.

- Background in designing and evaluating leadership development or coaching curricula.

- Ability to conduct triad observations, calibration sessions, and PETI model audits.

Department: Learning & Development / Quality

Work Setup: Remote / Hybrid

Compensation: PHP 70,00090,000/month (based on experience and performance)