Voice Coach

Role & responsibilities

• 1+ years of experience as a Voice Coach, Sales Coach, or Trainer within a call center environment, preferably in the telecommunications or ISP industry.
• Demonstrable expertise in soft skills coaching, including active listening, empathy, verbal communication, and conflict resolution.
• Proven ability to improve retention rates and sales performance through coaching.
• Strong understanding of customer service and sales methodologies.
• Excellent communication, presentation, and interpersonal skills.
• Ability to analyze performance data and translate insights into actionable coaching plans.
• Proficiency in using call monitoring software and CRM systems.
• Strong organizational skills and ability to manage multiple priorities.

Design and implement coaching sessions focused on enhancing verbal communication clarity, tone, pace, and active listening.

Provide individualized and group coaching on empathy, rapport building, de-escalation techniques, and positive language use.

Develop training materials and exercises to improve associate confidence and professionalism.

• Retention Strategies:

Coach associates on identifying and addressing customer concerns effectively to prevent churn.

Train on effective objection handling, value proposition articulation, and offering compelling solutions to retain customers.

Monitor and analyze call recordings to identify areas for improvement in retention conversations.

• Sales Effectiveness:

Guide associates on identifying sales opportunities within service and retention interactions.

Provide coaching on consultative selling techniques, product knowledge application, and closing skills.

Develop and deliver workshops on up-selling and cross-selling strategies for relevant products and services.

• Performance Monitoring & Feedback:

Conduct regular call monitoring and quality assurance assessments

Preferred candidate profile