Communication Skills Coach

Cyfle; Muntinlupa; On-site; PHP 334,800 - 502,200; Full time

Job summary

A leading communication training firm in Muntinlupa is seeking a Communication Skills Coach to monitor and improve language quality. You will implement development programs, provide real-time coaching, and analyze communication patterns for improvement. Ideal candidates have strong organizational skills, relevant experience in BPO, and a solid understanding of performance metrics.

Qualifications

• C1-C2 in Versant/7.5-6.5 in IELTS/880+ in TOEIC/28+ in TOEFL IBT Speaking/110-120 in TOEFL IBT.
• Knowledge on operational/performance metrics impacted by Communication and Soft Skills.
• Exhibit a strong understanding of performance management and applied communication skills.

Responsibilities

• Monitor and evaluate language quality using a standard evaluation form.
• Implement targeted Communication Skills development program.
• Provide real-time assistance on communication and soft skills improvement.

Skills

Excellent organizational and interpersonal skills

Excellent analytical and problem-solving skills

Outstanding listening skills

Proficient in MS Office (Excel, Word, PowerPoint)

Ability to identify trends in data

Education

College graduate or equivalent relevant work experience

Job description

About the job Communication Skills Coach

ROLE AND RESPONSIBILITIES:

• Monitor and evaluate language quality using a standard, internally built, Communication Evaluation Form
• Utilize the data gathered from communications audits in exploring improvement opportunities and present findings and recommended solutions to the stakeholders
• Implement targeted Communication Skills development program, monitor and present results based on the agreed SLA in the Project Charter
• Continuously monitor, coach, and provide real-time-assistance on the agent/agents assigned for Communication and Soft Skills improvement
• Participate in calibrations, employee communication sessions, and/or creation of communication job aids and tools that can help in the overall quality of customer interactions
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on language quality, agent or group improvements, project status and other key metrics impacted by improvement on Communication Skills
• Undertakes work requiring basic application of acquired business or operational skills and knowledge and the principles of the primary discipline
• Perform other duties assigned by the immediate supervisor/manager.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• College graduate or equivalent relevant work experience

PREFERRED SKILLS

• C1-C2 in Versant/7.5-6.5 in IELTS/880+ in TOEIC/28+ in TOEFL IBT Speaking/110-120 in TOEFL IBT
• Knowledge on operational/performance metrics impacted by Communication and Soft Skills
• Exhibit a strong understanding of performance management and applied communication skills
• Excellent organizational and interpersonal skills
• Excellent analytical and problem-solving skills
• Outstanding listening skills and the ability to process auditory information very quickly.
• Ability to identify trends in data and communication patterns in call transactions
• Ability to identify specific behavior patterns by listening to telephone calls or analyzing written transactions.
• Proficient in MS Office (Excel, Word, PowerPoint)
• Knowledge and understanding of Adult Learning Principle and GROW/ADDIE model
• In-depth exposure and understanding of, but not limited to, CSAT, COMMSAT, and NPS

EXPERIENCE

• Proven high level of customer service delivery (must have)
• Overall work experience of 1-2 years in BPO, taking inbound calls with at least 1 years experience as a Communication Skills Trainer, Quality Analyst, or Coach (must have)
• At least 1 year in ESL instruction (good to have)