Communication Skills Coach

1 week ago

Muntinlupa, Philippines Cyfle Full time
About the job 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)
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