Job Description

Job Category: Human Resources
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POSITION SUMMARY: The Communication Coach is responsible for evaluating agents and coaching them on communication and language proficiency to ensure that communication and language used on calls is at acceptable standards.
JOB FUNCTION AND RESPONSIBILITIES:

• Remote monitoring and side by side/live call monitoring of calls & providing detailed feedback to the advisor
• Responsible to coach the agents and to develop their communication styles & customer service skills (this could include sentence construction, grammar, rate of speech, clarity of speech, pronunciation of process specific words, or soft skills like call control etc.)
• Work closely with the BU to improve the performance of the bottom quartile in terms of NPS scores
• Motivating the advisors to improve their service and voice quality and reiterating importance of NPS
• Design and run campaigns to improve the overall NPS for the process
• Proficient in identifying gaps in the skills set of the advisors and conduct refresher /remedial trainings on the top defect areas
• Arranging initiatives and/or campaigns with focus on voice and customer service quality

Maintaining & Preparing Daily trackers, reports and Weekly/monthly dashboard for reviews * Participate in Calibrations and achieve the variance targets laid down by the departments

• Conducting Refresher training sessions for the advisors as per standard monthly targets

QUALIFICATION:

• Graduation is mandatory
• Relevant 2-5 years of auditing & coaching experience in a Contact Center environment
• Good in Excel and strong written and Verbal Communication and Presentation skills
• Proficient in designing training modules and delivering refresher/remediation trainings
• Strong knowledge on Communication Skills & experience in training people on pronunciation, Sound Corruption, MTI, Customer Service, Grammar etc.
• Tactful in handling difficult situations and ability to multitask
• Ability to work under pressure and meet stringent call monitoring targets/willingness to work 24/7 - needs to be comfortable with working in night shifts

Skills Required