Communications Coach

Job Description Summary

The position of Communications Coach is primarily responsible for evaluating calls offshore to ensure adherence to communication and language acceptability standards. This individual is also responsible for providing coaching/feedback to offshore agents in order to develop their communication skills which results to good calls and satisfied customers. The Comm-Coach will also run supplemental training sessions and activities based on training-needs and the analysis of the results of audits.

Job Description

• Provide feedback to agents through call monitoring system and in-person feedback sessions to assist operations in development of front-line employees specially those who have low quality scores and/or escalations
• Facilitate group training for annual training requirements, new product training, Foundations and Communications training, and etc.
• Provide timely feedback to department Managers on teammate growth, developmental needs, and participation in training sessions.
• Partner with management to identify and develop action plans for communication skills and behavioral improvement.
• Constantly look for ways to improve and promote quality of work, agent development, and process flow.
• Help to identify, and show enthusiasm for, creating new ways of sustaining coaching and developing initiatives.
• Independently research training and development techniques, recommend and implement enhancements to existing and new programs.
• Sample and evaluate language quality and communication skills
• Participate in calibration sessions with Quality/Communication Leadership staff, eScreen personnel and clients.
• Achieve departmental productivity requirements (e.g. number of calls monitored per week on schedule, calibration time, etc.).
• Participate in Internal Language acceptability audits and recommend changes.

Additional Job Description

BASIC QUALIFICATIONS | EDUCATION:

• Bachelors/College Degree holder

PREFERRED QUALIFICATIONS:

• Advanced knowledge of PC applications including MS Office (Word, Excel, PowerPoint, & Visio).

COMPETENCIES:

• 2 to 3 years of relevant experience
• Open to working on US shifts
• Candidate must have above-average English proficiency and comprehension
• Candidate must have excellent Excel and PowerPoint skills able to generate reports
• Excellent problem-solving and decision-making skills
• Excellent analytical skills
• Excellent Performance Management skills