Communication Skills Coach

ROLE AND RESPONSIBILITIES: 

• Monitor and evaluate language quality using a standard, internally built, Communication Evaluation Form
• Utilize the data gathered from communications audits in exploring improvement opportunities and present findings and recommended solutions to the stakeholders
• Implement targeted Communication Skills development program, monitor and present results based on the agreed SLA in the Project Charter
• Continuously monitor, coach, and provide real-time-assistance on the agent/agents assigned for Communication and Soft Skills improvement
• Participate in calibrations, employee communication sessions, and/or creation of communication job aids and tools that can help in the overall quality of customer interactions
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on language quality, agent or group improvements, project status and other key metrics impacted by improvement on Communication Skills
• Undertakes work requiring basic application of acquired business or operational skills and knowledge and the principles of the primary discipline
• Perform other duties assigned by the immediate supervisor/manager.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• College graduate or equivalent relevant work experience

PREFERRED SKILLS

• C1-C2 in Versant/7.5-6.5 in IELTS/880+ in TOEIC/28+ in TOEFL IBT Speaking/110-120 in TOEFL IBT
• Knowledge on operational/performance metrics impacted by Communication and Soft Skills
• Exhibit a strong understanding of performance management and applied communication skills
• Excellent organizational and interpersonal skills
• Excellent analytical and problem-solving skills
• Outstanding listening skills and the ability to process auditory information very quickly.
• Ability to identify trends in data and communication patterns in call transactions
• Ability to identify specific behavior patterns by listening to telephone calls or analyzing written transactions.
• Proficient in MS Office (Excel, Word, PowerPoint)
• Knowledge and understanding of Adult Learning Principle and GROW/ADDIE model
• In-depth exposure and understanding of, but not limited to, CSAT, COMMSAT, and NPS

EXPERIENCE

• Proven high level of customer service delivery (must have)
• Overall work experience of 1-2 years in BPO, taking inbound calls with at least 1 years experience as a Communication Skills Trainer, Quality Analyst, or Coach (must have)
• At least 1 year in ESL instruction (good to have)