Responsible for coaching and facilitating to new and existing CSCs and Managers within internal and third party call centers and retail environments while working in collaboration with the Sales and Service Delivery Managers and the Learning & Enablement Leadership team.Monitor Service Levels to ensure we are doing our part to keep them stable and letting my agents know the impacts their actions have.Collaboratively partner with cross functional teams in a very fast paced, dynamic environment and ability to build strong relationships with partners and teams.Leading and guiding the learner through knowledge acquisition during the training phase of all products and services which Rogers supports (facilitation)Coaching the learner through the application of the knowledge and the development of skill during the application phase (ICU) via call monitoring, coaching sessions and skill reviews to increase learner capabilityAdherence to performance management guidelines for New Hires within the probationary period including attendance management, executing on coaching plans, development plans and performance managementEffectively assess employee skills to identify employee fitness for the organization and engage in consultation with Human Resources and share trends with Recruitment Team.Gather relevant data and complete trending analysis of key performance indicators aligned to production scorecards and present in Operational Reviews.Collaborate and impart expertise with the content Development team for the creation and maintenance of training programs to ensure internal curriculum content is current.