DE031747-Communications Analyst

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Communications Analyst WORK SETUP: Return to Office OVERALL PURPOSE: The Communications Coach is primarily responsible for coaching representatives from the various BPO businesses to ensure that they are equipped with top-level phone communication skills. Their task includes ensuring call qualitative & quantitative standards are observed in meeting customer care need. RESPONSIBILITIES: . Work with the operations, training, and quality teams to identify performance gaps related to communication skills . Analyze performance gaps and provide recommendations to meet target metrics . Responsible for content research, training outline creation, development of training evaluation measures, training materials development , knowledge assessment/ test design . Identify other non-traditional performance improvement initiatives . Deliver capability development programs to employees such as coaching and trainin . Provide floor support and communication coaching to all employees including support team members . Develop communication assessment tools in line with project's goals/metrics . Proactively develop activities or modules to supplement existing programs or initiatives . Gather data from operations to measure program effectiveness / Monitor progress of employees by tracking performance indicators . Prepare reports like training effectiveness measures, training completion reports, and data analysis for business reviews . Propose continuous improvements in communication coaching and training processes . Mentor other employees to provide communication coaching support . Attend quality calibration calls and provide recommendations . Provide communication coaching support to other businesses OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Cebu, Cyberzone Building, Tower 1

SKILL AND QUALIFICATIONS: . At least 2 years experience in Service Delivery or Customer Service . To upskill resource re: comms coaching . With LPA score of B2 . With exposure to TLs

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