Transforming Leadership Coaching with BOOST & GROW

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

I designed and delivered a focused leadership development initiative that included:

• 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

• Coaching Effectiveness Scores (4-point scale): Pre-Training 2.5 / 4; 6 Weeks Post-Training 3.5 / 4
• Employee Engagement Uplift: 25% increase in agents reporting clarity and satisfaction with manager feedback
• Behavioral Shift: 30% increase in documented coaching plans and structured 1:1s; leadership feedback shifted from reactive to proactive and goal-driven

From Pilot to Global Rollout

Initially launched with: 10 Team Leaders, 2 Operations Managers, 200 Agents.

Due to measurable success, the program was scaled across the full global contact centre, supporting over 3,200 agents. The BOOST & GROW model is now the standard coaching framework used across teams.

Services Provided

• Instructional Design
• Leadership Training & Facilitation
• Capability Assessment
• Coaching Toolkits & Templates
• Global Enablement Strategy