Communications Coach | Bulacan

What does a Communications Coach do Imagine yourself going to work to provide the best customer experience for your clients through your team. You will design, implement, and lead a comprehensive communication coaching framework for our customer-facing teams. By refining tone, empathy, active listening, and de-escalation tactics, this initiative directly aims to increase account NPS scores and First Contact Resolution (FCR) rates.

As a Communications Coach, you will:

The Communication Coach Leader will not just train; they will build a culture of continuous improvement. Their core responsibilities will include:

• Audit & Strategy: Evaluate current customer interactions (chat and voice) through SBS and call listening to identify communication gaps and establish a Chime-specific Communication Playbook.
• Targeted Coaching Framework: Implement 1-on-1 coaching sessions, group workshops, and real-time shadow sessions focusing on empathy, clarity, and precision.
• De-escalation Mastery: Equip agents with psychological and linguistic tools to handle frustrated members regarding sensitive financial issues (e.g., MyPay, Direct Deposit, transaction disputes, and filing of disputes).
• Calibration with QA: Partner with the Quality Assurance team to align communication metrics with operational KPIs, ensuring good communication is objectively measurable.

Do you have what it takes to be a Communications Coach

Requirements:

● At least two (2) years of relevant experience in an outsourcing or similar company, managing a minimum of 10 teammates while working in a customer support role;

● Excellent verbal and written communication skills;

● Process excellence experience in an outsourcing company

● Above-average technical know-how;

● Previous experience working in phone, email, and live chat customer support roles;

● Familiarity with e-Commerce, ZenDesk, or any other CRM tools; and

● Flexibility and willingness to work on different shifts.