Culture Coach
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Job Summary
Job Description Communications Coach
Job Summary
A Communications Coach (also known as Foundation Skills Trainer) welcomes new hires to the company orients them on the companys policies and code of conduct and prepares agents with the basic skills needed for the role of a customer service representative through a 4-day language and culture training program.
Job Responsibilities
Training Facilitation
- Facilitates New Employee Orientation
- Facilitates language and culture training
- Pronunciation
- Grammar and Vocabulary
- Discourse Competency
- Interactive Fluency
- US Culture and Customer Behavior
- Ensures all trainees complete required Foundever courses
- Coordinates schedule of orientation with guest HR speakers
- Conducts coaching on language opportunities targeting KPI improvement as needed
- Coordinates with Quality and Operations for necessary communications coaching
- Conducts workshops for Operations Leaders (Team Leads and Coaches)
- Creates and updates training or coaching materials as needed
- Creates and training or coaching timeline for new materials
Trainee Management
- Evaluates trainees communication skills (i.e. pronunciation grammar comprehension probing)
- Provides immediate feedback and reinforcement on language opportunities
- Observes trainees classroom behavior documents necessary callouts
Administrative Tasks
- Sends NEO EOD Report
- Files ticket for badge printing
- Sends Daily FST EOD Report
- Sends BOFO Report
- Sends NEO Invite
- Uploads Schedule of trainees
- Keeps track of availability of Foundever credentials
Qualifications
- Participates in training-related professional development
- Attends meetings with the training team
About Us
Job Summary
Primary Job Responsibilities
Skills/Knowledge/Abilities
Education
Experience Target
Specialized Certifications
Key Skills
- Campaigns
- Data Entry
- Christmas Temporary
- Advocacy
- Control Engineering
About Company
Foundever is a global leader in customer-experience (CX) outsourcing, combining human expertise and AI-driven capabilities to support over 9 million customer interactions daily across 60+ languages in 45 countries.
