Develop Your Skills as an Expert Communication Coach

6 days ago

Bengaluru, Karnataka, India beBeeCommunication Full time ₹ 8,00,000 - ₹ 15,00,000
Effective Communication Coach

We are seeking a skilled Effective Communication Coach to play a crucial role in our organization. As a key member of our team, you will be responsible for evaluating and coaching agents on their communication skills, ensuring they effectively communicate with clients.

  • Remote monitoring and side-by-side live call monitoring of calls
  • Providing detailed feedback to agents
  • Coaching agents to develop their communication styles, including sentence construction, grammar, rate of speech, clarity of speech, pronunciation of process-specific words, and soft skills like call control
  • Working closely with the Business Unit (BU) to improve the performance of the bottom quartile in terms of NPS scores
  • Motivating advisors to improve their service and voice quality and reiterating the importance of NPS
  • Designing and running campaigns to improve the overall NPS for the process
  • Identifying gaps in the skills set of advisors and conducting refresher remedial trainings on top defect areas
  • Arranging initiatives and campaigns with a focus on voice and customer service quality
Requirements:
  • Graduation is mandatory
  • Relevant 2-5 years of auditing or coaching experience in a Contact Center environment
  • Good Excel skills and strong written and verbal communication and presentation skills
  • Proficient in designing training modules and delivering refresher remediation trainings
  • Strong knowledge of communication skills, experience in training people on pronunciation, sound corruption, MTI, customer service, grammar, etc.
  • Tactful in handling difficult situations and ability to multitask
  • Ability to work under pressure and meet stringent call monitoring targets, willingness to work 24/7, comfortable with night shifts

The successful candidate will have excellent communication and interpersonal skills, with the ability to work well under pressure and provide constructive feedback to team members.

As an Effective Communication Coach, you will be responsible for developing and implementing effective communication strategies to improve agent performance and enhance customer satisfaction.

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