Performance Coach

The Performance Coach will guide individuals across technical and non-technical teams by analyzing performance metrics, identifying gaps, and creating targeted coaching plans. This role will focus on improving turnaround time (TAT), aligning daily performance with KPIs, and maintaining a continuous improvement mindset across the team.The coach will also collaborate with the People & Culture team on action plans and proactively close feedback loops with Delivery and Customer Success teams to ensure transparency and alignment.

Responsibilities

• Conduct regular 1:1 sessions to provide coaching, feedback, and motivation.
• Guide individuals to reflect on behaviors, habits, and delivery patterns affecting performance.
• Use empathetic, non-judgmental approaches to unlock individual growth potential.
• Review and interpret key performance indicators (KPIs) with each team member (e.g., delivery quality, turnaround time, attendance, collaboration scores).
• Break down complex goals into achievable action steps and measurable short-term wins.
• Help team members create structured plans to meet or exceed their KPIs and OKRs.
• Proactively flag and support any misalignment between performance and expectations.
• Coach on time management, prioritization, ownership, and communication to improve efficiency.
• Collaborate with teams to identify and address systemic blockers.
• Support the P&C team in developing formal performance improvement plans (PIPs) when necessary.
• Track action plan milestones and coach individuals through the journey.
• Share coaching insights and trends with P&C for continuous learning strategy refinement.
• Maintain open communication with Customer Success and Delivery teams regarding progress and development.
• Provide performance updates and feedback loops without compromising team member trust.
• Facilitate or mediate performance-related conversations when needed.
• Champion a high-performance, high-care culture.
• Encourage feedback, ownership, and personal responsibility across the team.
• Participate in onboarding, growth enablement sessions, and team workshops.
• Think out of the box and assist to achieve the best performance outcome.

To be successful in this role, you will have:

• Experience
• Bachelor’s degree in HR, Psychology, Business, or a related field and Related IT degree.
• Proven experience as a performance and L&D coach in a fast-paced environment.
• Excellent organizational and time management skills, with the ability to multitask and prioritize tasks effectively.
• Strong communication skills, both written and verbal, with attention to detail and professionalism.
• Discretion and confidentiality in handling sensitive information and personal matters.
• Flexibility and adaptability to accommodate changing priorities.
• Ability to work independently with minimal supervision and as part of a team.


• Software/Systems
• Must have: Microsoft Office suite proficiency.
• Good to have: Customer relationship skills, outgoing personality.
• Good system knowledge around: ConnectWise, ServiceNow, and other required systems knowledge.

By applying for this role, your contact details will be securely stored in our candidate database. If you're not selected for this role, our Talent Acquisition Team may contact you regarding future opportunities that match your profile.Additionally, your email address will be automatically subscribed to our monthly newsletter, as well as special announcements such as upcoming webinars and events that we host. You may unsubscribe from these communications at any time by clicking the Unsubscribe link at the bottom of any of our emails.