Job title: Academy Coach
• The Academy Coach is responsible for delivering high-quality on-the-job training and coaching to new and existing-to-bank agents, ensuring they are fully equipped to perform effectively in a live contact centre environment. The role supports the successful transition of trainees to Operations by building capability in customer handling, product knowledge, and adherence to quality and compliance standards.
• The role holder is accountable for driving learning outcomes that enable agents to achieve performance targets, deliver excellent customer experiences, and meet business requirements. Through structured coaching, performance monitoring, and collaboration with key stakeholders, the Academy Coach ensures consistency in training delivery and contributes to the overall effectiveness and success of the academy.
• In addition, the role plays a key part in maintaining governance, operational discipline, and continuous improvement within the training environment, ensuring alignment with the Contact Centre Operating Model and broader business objectives.




• The role of the GCCSO Academy Manager is to motivate and lead the on the job training phase of recent recruits or newly cross trained executives to handle customer calls/chat in a contact centre environment in line with the GCCSO Academy Target Operating Model. Ensuring that trainees provide high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Responsible for ensuring each trainee is achieving individual learning targets whilst maintaining quality and compliance. Manages the day-to-day operations of the academy and takes responsibility and accountability for the overall on the job learning phase of training.

In this role, you will:
Principal Accountabilities: Key activities and decision-making areas
Impact on the Business
• Lead and manage the on-the-job training (OJT) phase to ensure trainees are fully prepared for live c

📌 Academy Coach (Bengaluru)
🏢 HSBC
📍 Bengaluru