Description
About the role
This role involves conducting one-on-one and group coaching sessions focused on voice, tone, pronunciation, grammar, and communication etiquette. You will evaluate agent communication skills through call listening, role plays, and assessments, while collaborating with trainers to integrate voice and communication modules into training programs.
Key Responsibilities
- 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
- 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
- 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
- Ensure communication standards align with client expectations and company policies
About You
- 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
Requirements
About you
- 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
