📚 Transforming Leadership Coaching with BOOST & GROW

🏢 Client: Global Telecom Contact Centre
👥 Audience: Team Leaders, Operations Managers, Frontline Agents
🌍 Scope: Pilot (200 agents) → Global Rollout (3,200+ agents)

🧩 The Challenge

Frontline leaders were delivering inconsistent, ad-hoc coaching conversations with minimal structure or follow-through. This was impacting team performance, agent engagement, and long-term development planning.

🎯 The Objective

To embed a structured coaching and feedback framework—leveraging the BOOST (Balanced, Observed, Objective, Specific, Timely) and GROW (Goal, Reality, Options, Will) models—to upskill people leaders and foster a culture of continuous improvement.

🧠 My Approach

• Training Workshops on BOOST and GROW models using real-world scenarios
• Pre- and Post-Training Assessments to measure coaching capability
• Live Observations of 1:1s and huddles with targeted feedback
• Job Aids, Scorecards & Toolkits for easy, ongoing adoption
• Engagement Surveys to measure impact from the agent’s perspective

📊 Results & Measurable Impact

🚀 From Pilot to Global Rollout

👤 My Role & Contributions

• Designed and facilitated leadership training workshops on BOOST & GROW
• Created coaching toolkits, job aids, and scorecards for sustained adoption
• Conducted pre-/post-training assessments and live coaching observations
• Partnered with Ops Managers to measure leadership capability uplift
• Supported global enablement strategy scaling to 3,200+ agents

💡 Want to build a coaching-first culture in your organization?

I help teams scale leadership development with measurable impact.