Communication Coach/Trainer - UPA QC

Concentrix Philippines

View: 102

Update day: 25-02-2024

Location: Valenzuela City National Capital Reg

Category: Other

Industry:

Salary: 24000 - 27000 PHP / month

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Job content

  • Applicants must be willing to work in UPA Technohub QC
The Communication Coach is responsible for evaluating offshore agents to ensure adherence to communication and language acceptability standards. This individual is also responsible for providing coaching/feedback to offshore agents in order to develop their communication skills.
Essential Functions/Core Responsibilities
• Sample and evaluate language quality and communication skills using the standardized communication
monitoring form
• Provide feedback to agents through call monitoring system and in-person to assist Team Leaders in development of front-line employees

• Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for agents undergoing transition

• Ensure that agents adhere to the certification process and guide them through the two required levels

• Participate in calibration sessions with Quality and Communication & Culture Training (CCT) leadership staff, Convergys personnel and clients
• Attend meetings with CCT training and coaching leadership team to provide input to curriculum revision
• Capture common errors among agents and recommend huddle sessions for those with language
opportunities
• Achieve departmental productivity requirements (e.g. number of calls monitored per week
on schedule, calibration time, etc.
Candidate Profile
• Bachelor’s Degree in related field from a four-year college or university with less than two years of relevant experience preferred
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task, prioritize, and meet timelines on deliverables
• Self-starter, sense of urgency, and works well under pressure
• Strong attention to detail
• Sense of professionalism and ability to develop relationship

Career Framework Role
Performs routine assignments in the entry level of the Professional Career Band. Uses existing procedures to solve routine or standard problems. Typically requires a college or university degree or the equivalent work experience that provides knowledge and exposure to fundamental theories, principles and concepts. Develops competence by performing structured work assignments. Receives instruction, guidance and direction from others.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
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Deadline: 10-04-2024

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