Voice Coach

What were looking for:

• Good knowledge and hands-on experience in Language Training and Coaching
• Strong verbal and written communication skills, with ability to confidently speak with clients directly
• Customer-oriented, and capable of providing high levels of client satisfaction
• Able to facilitate soft skills & language knowledge to new hires and has basic awareness of adult learning principles
• Able to manage groups
• Ability to give feedback and coach
• Passionate about training
• Self-motivated, enthusiastic, and able to handle multiple support cases

Technical Requirements:

• Good communication skills
• Have technical knowledge of English communication - intonation, syllable, punctuation, parts of speech etc
• Willing to work in rotational night shifts (5 days working)
• Should have experience of working as a voice coach for an international voice process
• Good knowledge on customer service and call handling skills
• Willing to work with operations to understand the coaching opportunities
• Needs to possess presentation, feedback & coaching skills to conduct new hire training
• Monitor calls and do SBS to improve the communication and soft skills of the technicians
• Provide Coaching & Feedback to enhance agent performance on C-Sat
• Prepare and implement action plans
• Analyze the Coaching / Training needs of the agents & support them in delivery
• Participate in calibrations to ensure consistent scoring & feedback delivery approach

Responsibilities:

• Deliver new hire training on technical knowledge
• Manage the minimum guaranteed performance level to deliver proficient techs to the operations floor
• Liaison with ER, Ops and Quality teams for engagement, language checks and other support
• Handling and delivering the agreed communication during the OJT
• Creation and publication of training and mentoring reports up to 30 days in production
• Understand the language/terms/jargon in his/her area of expertise
• Act as the “go to” person within a department or function for questions and problems within his/her area of expertise
• Engaging with Ops and Quality to understand process updates and challenges to deliver the most updated agenda during the training
• Provide feedback and coach low or non-performing agents
• Training content creation
• Conduct refresher