Description
Duties and responsibilities:
- Coaching & Development
- Conduct one‑on‑one and group coaching sessions focused on voice, tone, pronunciation, grammar, and communication etiquette.
- Provide feedback and corrective action plans to agents based on call monitoring and performance assessments.
- Develop customized coaching modules to address specific communication challenges.
- Performance Monitoring
- Evaluate agent communication skills through call listening, role plays, and assessments.
- Track progress and document improvements in communication and customer handling.
- Report coaching outcomes and recommendations to Training Supervisors and Operations Managers.
- Training Support
- Collaborate with trainers to integrate voice and communication modules into product and sales training programs.
- Support new hire training by reinforcing communication standards and best practices.
- Assist in refresher courses and upskilling initiatives for tenured agents.
- Quality & Compliance
- Ensure communication standards align with client expectations and company policies.
- Partner with Quality Assurance teams to address recurring communication issues.
- Maintain consistency in coaching delivery across teams and shifts.
Requirements
Minimum Job Requirements (Education, Experience, Skills):
- Bachelor's degree in Communications, English, Education, or related field (preferred).
- 2–4+ years of experience in voice coaching, communication training, or language instruction within a BPO setting.
- Strong command of English (grammar, pronunciation, fluency) and excellent listening skills.
- Experience in sales or customer service is highly desirable.
- Excellent facilitation, interpersonal, and feedback‑giving skills.
