Communication Coach

Position Title:

Department:

Location:

Working time :

Employment Type:

About Us:

Job Summary:

Key Responsibilities:

• Training Delivery:

• Conduct communication training sessions for new hires and existing employees.
• Develop and implement customized training programs to meet the specific needs of the contact center.
• Use various training methods, including classroom sessions, workshops, and one-on-one coaching.

• Curriculum Development:

• Design and update training materials, including manuals, presentations, and exercises.
• Create assessments to measure the effectiveness of training programs and identify areas for improvement.

• Assessment and Feedback:

• Evaluate trainees’ progress through regular assessments, recordings, and live call monitoring.
• Provide constructive feedback and guidance to help agents improve their communication skills.

• Continuous Improvement:

• Stay updated with the latest trends and best practices in voice and accent training.
• Continuously review and enhance training programs to ensure they remain relevant and effective.

• Collaboration:

• Work closely with team leaders and quality assurance to identify training needs and performance gaps.
• Collaborate with the HR department to integrate voice and accent training into the overall training strategy.

• Reporting:

• Maintain training records and prepare reports on training activities, progress, and outcomes.
• Monitor the impact of training programs on agent performance and customer satisfaction.

Qualifications:

• Education:

  Bachelor's degree

• Experience:

• At least 3 years of proven experience  as a communications / voice and accent trainer.
• Experience in an international BPO is preferred.  
• Must have supported US customers

• Skills:

• Excellent command of English, including grammar, pronunciation, and fluency.
• Strong understanding of different accents and the ability to teach accent neutralization.
• Effective training and presentation skills.
• Strong interpersonal and communication skills.
• Ability to motivate and inspire trainees.

• Technical Proficiency:

  Familiarity with training tools and software, including e-learning platforms, is a plus.  

Personal Attributes:

• Ability to understand trainees' challenges and provide supportive guidance.
• Ability to adjust training methods based on the needs of different learners.
• Keen ear for nuances in speech and the ability to correct them effectively.
• Enthusiasm for helping others improve their skills and achieve their potential.