Voice Coach

As a Voice Coach in the Operations department of the Contact Centre, your role involves enhancing the communication skills, cultural awareness, and emotional intelligence of the contact center team serving UK and US customers. You will focus on accent neutralization, cultural alignment, and fostering empathy to ensure superior customer service. **Key Responsibilities:** - Conduct training sessions on voice clarity, tone, modulation, and accent neutralization for improved communication with UK and US customers. - Develop personalized coaching plans to address individual improvement areas and maintain consistent communication standards across the team. - Train agents on UK and US cultural norms, communication styles, and customer expectations to enhance cultural alignment. - Emphasize the importance of empathy in customer interactions through active listening, understanding customer concerns, and compassionate responses. - Monitor live and recorded calls to assess voice quality, empathy, and adherence to cultural and communication standards. - Provide constructive feedback and actionable recommendations to agents and team leaders for skill enhancement. - Identify opportunities to enhance communication strategies, customer service processes, and team workflows. - Collaborate with Quality Assurance, Training, and Operations teams to implement best practices and innovative solutions. - Partner with stakeholders to align coaching initiatives with organizational goals and service standards. - Support onboarding by delivering comprehensive training on voice, empathy, and cultural communication for new hires. **Qualification Required:** - Proven experience as a Voice Coach, Trainer, or similar role in a contact center, preferably in financial services. - Expertise in accent neutralization, voice modulation, and developing communication skills. - Strong understanding of UK and US cultural nuances and customer interaction preferences. - Ability to foster empathy and emotional intelligence in customer interactions, ensuring a deeper connection with customers. - Proactive and innovative mindset with a focus on driving continuous improvement. - Excellent verbal and written communication skills, coupled with strong interpersonal coaching abilities.,