•Executes standard needs analysis process based on agent performance and provide the appropriate coaching intervention plan
•Monitors and evaluates language quality and communication skills of agents and identify agents’ strengths and areas for improvement
•Roll-out timely, constructive language feedback to agents through call monitoring system and in-person to aid in agent skill-enhancement
•Executes communications coaching sessions for agents
•Strictly enforces and abide by the “English Only Policy”
•Coordinates with key people to ensure timely delivery of communications coaching to all required personnel
•Collaborates with team leaders and trainers / training managers in improving agents’ communication skills
•Acts as communications mentor & coach to the agents and may also serve as a back-up point of escalation when Subject Matter Experts are unavailable
•Creates and distributes reports on a timely basis to key clients representatives; provide communications refresher training/updates to staff as required
•Coordinates with leadership, providing scheduled reports and ad hoc information as required by the Client indicated in the Service Level Agreements.
•Open to College graduate and undergraduate with related work experience
•At least 4 years of work experience in the Contact Center industry
•1 – 2 years of training or teaching experience
•1 – 2 years of communication skills and sales coaching experience
•Excellent Communication Skills (Written & Oral)
•Proficient in Microsoft Office applications - Excel
•Expert in Presentation & Facilitation Skills
•Skilled in Course Development Skills
•Good Interpersonal and customer service skills - Includes sales or customer service experience
•Knowledge of the Contact center and customer service operations
•Willing to work on a night shift
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Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
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