Position Title: Communication Coach
Reports To: Client Services Director
Position Overview
The Communication Coach is responsible for improving contractors overall communication effectiveness through coaching, training, and continuous development programs. This role focuses on enhancing both written and verbal communication skills to ensure employees can interact professionally with clients, colleagues, and stakeholders. The Communication Coach will conduct structured soft skills training programs, provide individual and group coaching sessions, and support the organization's communication standards.
Key Responsibilities
Communication Coaching
- Provide one-on-one and group coaching sessions to improve employees verbal and written communication skills.
- Assess employee communication strengths and areas for improvement through evaluations, call reviews, and written assessments.
- Develop personalized coaching plans to support employee growth and performance improvement.
- Provide constructive feedback to help employees communicate more clearly, professionally, and confidently.
Training & Development
- Conduct soft-skills training programs focused on professional communication for newly hired employees.
- Facilitate refresher training sessions for existing employees to reinforce communication best practices.
- Develop and update training materials, exercises, and communication guidelines.
- Lead workshops on topics such as:
- Business writing
- Email etiquette
- Professional tone
- Active listening
- Client communication
- Conflict resolution
Performance Support
- Collaborate with Team Leaders, QA, and Management to identify communication gaps affecting performance.
- Support performance improvement plans for employees who require additional communication training.
- Provide recommendations to improve team communication standards and processes.
Quality & Standards
- Help establish and maintain company communication standards and best practices.
- Review written communications such as emails, reports, and client responses to ensure professionalism and clarity.
- Assist in developing communication templates and guidelines.
Monitoring & Reporting
- Track employee progress and provide coaching reports to management.
- Monitor training effectiveness through assessments, feedback, and performance metrics.
- Provide insights and recommendations for continuous improvement in communication training programs.
Continuous Improvement
- Stay updated on best practices in corporate communication, coaching techniques, and soft skills development.
- Propose new training initiatives and communication development programs.
- Support company initiatives related to employee development and professional growth.
Qualifications
- Bachelor's Degree in Communications, Education, Business, Psychology, or related field.
- 5 years of experience in training, coaching, learning & development, or communication-focused roles.
- Strong written and verbal English communication skills.
- Experience conducting soft skills or communication training.
- Excellent facilitation, coaching, and interpersonal skills.
- Ability to provide constructive feedback and mentor employees effectively.
Preferred Qualifications
- Experience in corporate training, BPO, customer service, or client-facing environments.
- Certification in training, coaching, or learning & development is an advantage.
- Experience in curriculum development and training program design.
Key Competencies
- Communication Coaching
- Training Facilitation
- Active Listening
- Business Writing
- Presentation Skills
- Interpersonal Communication
- Employee Development
- Feedback & Performance Coaching
