SME Coach

About The Role

We’re hiring an experienced SME Coach to serve as the subject-matter expert in coaching excellence and supervisor development. This role directly supports Wing’s bottom-quartile supervisor population through intensive coaching, observation, and structured follow-through. The SME Coach ensures consistent application of Wing’s PETI Coaching Model (Prepare–Engage–Teach–Integrate) across the organization — improving leadership quality, coaching outcomes, and team performance metrics.

Qualifications

• 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 Wing’s PETI model or similar structured coaching methodologies
• Empathetic, structured, and highly credible in handling both high-level leaders and developing supervisors
  
  
  

Preferred Skills

• 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 70,000–90,000/month (based on experience and performance)

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Key Responsibilities

• 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
  

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