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 realtimeassistance 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 monthtodate and yeartodate 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

• C1C2 in Versant/7.56.5 in IELTS/880 in TOEIC/28 in TOEFL IBT Speaking/110120 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 problemsolving 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
• Indepth 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 12 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)

Remote Work :

No