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About the Role

Prime Group Holdings, LLC, a real estate firm, seeks a talented Senior Performance Coach for its in-house Call Center at its headquarters in Saratoga Springs, NY. This role is responsible for leading onboarding and driving ongoing performance development, owning the delivery and continuous improvement of training programs to support sales excellence, customer service standards, and operational effectiveness.

Responsibilities

Lead and facilitate onboarding programs for new hires, ensuring readiness to meet performance and customer experience standards.
Design, deliver, and continuously improve learning experiences for new and tenured team members, including classroom instruction, team huddles, workshops, and virtual learning sessions.
Conduct structured 1:1 coaching sessions using call listening, quality evaluations, and performance data to drive measurable improvement in sales, service, and compliance metrics.
Analyze performance trends to identify skill gaps and recommend targeted training interventions aligned with business goals.
Partner with Operations leadership to align training initiatives with evolving processes, systems, and performance expectations.
Mentor and support L&D Specialists in facilitation techniques, learner engagement strategies, and classroom management best practices.
Manage training participation and engagement standards, including attendance tracking, behavioral expectations, and performance documentation.
Oversee onboarding assessments and readiness evaluations to ensure a successful transition from training to production.
Maintain accurate training documentation and administrative records to support compliance and reporting needs.
Pursue ongoing professional development in facilitation, adult learning theory, coaching methodology, and performance consulting.
Perform other duties as assigned.

Requirements

Minimum of 3–5 years of experience in a call center environment, including demonstrated success in sales and/or customer service performance.
Minimum of 2 years of experience in training, facilitation, coaching, or performance development.
Proven ability to conduct structured coaching sessions using call evaluations, performance data, and quality metrics.
Strong understanding of call center KPIs (e.g., conversion, revenue, quality assurance, customer satisfaction, compliance, productivity).
Excellent verbal and written communication skills with the ability to deliver feedback in a clear, constructive, and motivating manner.
Strong facilitation skills with the ability to engage diverse learning styles in both classroom and virtual settings.
Ability to analyze performance trends and identify skill gaps to inform training strategy.
Exceptional organizational skills and attention to detail.
Ability to adapt quickly in a fast-paced, evolving environment.
Demonstrated ability to build credibility and trusted partnerships with frontline employees and operational leaders.
Self-directed with strong accountability and follow-through.
Prior experience leading onboarding or structured training programs in a call center environment strongly preferred.
Demonstrated history of high performance in a sales and/or customer service role required.

Skills

Sales
Customer Service
Training Facilitation
Coaching
Performance Development
Call Center KPIs
Communication
Facilitation
Analysis
Organization
Adaptability
Partnership Building
Accountability
Follow-through

Location

Saratoga Springs, NY

Work Type

On-site

Experience Level

3-5 years in call center
2 years in training/facilitation/coaching/performance development

Education Level

Bachelor's degree preferred
Equivalent combination of education and relevant experience will be considered

Salary/Compensations

Starting from USD $65,000.00/Yr.
Commensurate with experience

Benefits

Competitive rate of pay
Generous benefits program
Medical insurance
Dental insurance
Life insurance
Vision insurance
Short-term disability insurance
Long-term disability insurance
Paid vacation time
Paid sick time
Paid holidays

About the Company

Prime Group Holdings, LLC is a vertically-integrated private equity real estate firm specializing in self-storage and other alternative real estate asset classes.
Manages $6.7 billion in assets under management, making it one of the largest private owners and operators of self-storage properties globally.
Portfolio includes 320+ self-storage assets across 28 U.S. states, three Canadian provinces, and the U.S. Virgin Islands, totaling 24+ million rentable square feet.
Manages three flagship funds on behalf of a global investor base, including Prime Storage Fund III, the largest self-storage dedicated fund ever raised.
Headquartered in Saratoga Springs, NY, with 700+ employees and regional offices in Jupiter, FL and Manhattan, NY, plus investment originations offices in Denver, CO; Hackensack, NJ; Yorktown, VA; and Calgary, Alberta.
Firm's 21-person senior leadership team is supported by specialized teams across sourcing and acquisitions, asset and portfolio management, compliance and legal, property management, information technology, transactions and financing, marketing, accounting, training, and other core functions.
Culture of respect, teamwork, ethical business practices, accountability, and persistence.
Values relationships with customers, employees, investors, and stakeholders.
Recognized by PitchBook as one of the top 10 real estate value-add fund managers in its 2023 Global Manager Performance Score League Tables.

Equal Opportunity

Prime Group Holdings is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.