Communication Coach

1 day ago

Kolkata West Bengal, India BT Group Full time

**Communication Coach**:

- Job Req ID: 38684- Posting Date: 9 Sept 2024- Function: Corporate Functions- Unit: Finance & Business Services- Location: DLF IT Park,Phase II, IIF/1, Kolkata, India- Salary: competitive**Why this job matters**:
The Customer Service Coach assists in the development of customer advisors through coaching programmes and assists in delivering customer value and success to achieve the Service Goals.

**What you’ll be doing**:
1. Assists in the development and mentorship of Customer Service advocates by providing guidance specific to call/communication and workload management in order to achieve optimal performance.
2. Carries out one-on-one sessions with Customer Service advisors as well as call/communication monitoring to ensure quality standards, customer experience standards, and procedures are being followed.
3. Supports the implementation of specific Customer Service management plans, ensuring customer value realisation, retention and renewals.
4. Monitors Customer Service metrics, including escalations, resolutions, health indicators, and renewal dates in alignment with BT Group standards.
5. Works from existing procedures and analysis of routine information to solve standard problems and enhance operational efficiency.
6. Contributes to the shaping of resource allocation for programme, project and services shaping the customer service team's performance and influence.
7. Works on the continuous improvement activities to improve the customer service team processes.
8. Develops training plans in conjunction with Learning and Development teams to ensure customer service excellence.

**The skills you’ll need**:

- Complaint Management
- Communication
- Issue Resolution
- Continuous Improvement
- Problem Solving
- Customer Experience
- Billing
- Performance Monitoring
- Active Listening
- Escalation Management
- Feedback Management
- Decision Making
- Business Process Improvement
- Growth Mindset
- Quality Assurance
- Stakeholder Management
- Inclusive Leadership

**Our leadership standards**:
**Looking in**:
**Leading inclusively and Safely**
I inspire and build trust through self-awareness, honesty and integrity.
**Owning outcomes**
I take the right decisions that benefit the broader organisation.

**Looking out**:
**Delivering for the customer**
I execute brilliantly on clear priorities that add value to our customers and the wider business.
**Commercially savvy**
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

**Looking to the future**:
**Growth mindset**
I experiment and identify opportunities for growth for both myself and the organisation.
**Building for the future**
I build diverse future-ready teams where all individuals can be at their best.

  • Communications Trainer

    2 weeks ago

    Kolkata, West Bengal, India Webhelp Full time

    **Training & Quality** **Location** - Kolkata, India*** Job Title: Communications Trainer || **Job Description**: Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and...

  • Nlp Coach and Trainer

    7 days ago

    Shyambazar, Kolkata, West Bengal, India Institute of NeuroDevelopment Full time

    Job Description: NLP Coach and Trainer Key Responsibilities: - Design and develop NLP based courses and training programs that meet the needs of our clients and team mates - Deliver high-quality training to our clients and team mates, both in-person and online - Provide ongoing coaching and support to team mates in the field of NLP, helping them to develop...

  • Coach to Work with Parents and Children

    1 week ago

    Shyambazar, Kolkata, West Bengal, India Institute of NeuroDevelopment Full time

    Develop effective coaching programs - Communicate with clients to understand their goals and ambitions - Assist clients to discover and overcome their personal barriers and set goals - Assess the strengths of individuals and teach them to use them effectively - Guide clients and help them to develop a warrior mindset - Help in the development of motivation...

  • Career Counselling Coach

    1 week ago

    Kolkata, West Bengal, India IEM Public School Full time

    **Job Title**: Career Counselling Coach (For School Students) **Location**: SALTLAKE **Job Type**:Contractual **Experience Required**: 2+ years in career counselling or student mentoring **Reports to**: Academic Head / School Principal / Program Director **Job Summary**: **Key Responsibilities**: - Conduct one-on-one and group career counselling sessions...

  • Research Associte, Life Coaching

    2 weeks ago

    Lake Town, Kolkata, West Bengal, India Atmadhruti Full time

    **About Us**: At Atmadhruti, we are dedicated to empowering individuals and fostering personal growth through life coaching. Our mission is to cultivate resilience and harmony in the lives of our clients. We are currently seeking a passionate and driven Research Associate to join our team and contribute to our mission by exploring innovative approaches in...

  • Basketball Coach

    3 days ago

    Kolkata, West Bengal, India The Newtown School, Kolkata Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Role: Basketball CoachAs a Basketball Coach, you play a pivotal role in shaping the athletic and personal development of students. Your expertise not only enhances their skills on the court but also fosters teamwork, discipline, and a passion for sports. Collaborating with fellow educators and coaches, you will contribute to a vibrant school culture that...

  • Tennis Coach

    7 days ago

    Kolkata, India Spire Corporation Full time

    **Job Title: Tennis Coach** **Company: Spire** **Location: Kolkata** **We are currently seeking a skilled and experienced tennis coach to join our team at Spire. As a leading provider of sports training programs, we are dedicated to helping our clients achieve their goals and reach their full potential on and off the...

  • Basketball Coach

    4 weeks ago

    Kolkata, India The Newtown School Full time

    Job Description Role: Basketball Coach As a Basketball Coach, you play a pivotal role in shaping the athletic and personal development of students. Your expertise not only enhances their skills on the court but also fosters teamwork, discipline, and a passion for sports. Collaborating with fellow educators and coaches, you will contribute to a vibrant school...

  • Education Center Manger

    1 day ago

    Kolkata, West Bengal, India Fusion Techlab Full time

    **Company Description** Fusion TechLab is a reputed brand located in Kolkata, offering full-featured, secure, and attractive website development services to global customers at lucrative seasonal discounts. Whether it's a simple business website, a recharge website, a shopping site, a blog, or any other online platform, we provide all the essential...

  • Agile Coach 2

    2 weeks ago

    Kolkata, India Hyland Software Full time

    **Overview**: **Hyland Software** is widely known as a great company to work for and a great company to do business with. Being a leader in providing software solution for managing content, processes and cases for organizations across the globe we enabled more than 20,000 organizations to digitalize their workplaces and transform their operations.Currently...