Customer Service Communication Coach

1 week ago

Bengaluru Karnataka, India Mr. Cooper Full time

At Mr. Cooper Group, You Make the Dream Possible.

Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.

Join us and make the dream of home ownership possible

Job Summary:
Communication Coach is responsible for improving the overall communication skills of call center agents, including verbal and written communication. This role focuses on enhancing how agents interact with customers, ensuring clarity, empathy, and professionalism in every interaction.

Key Responsibilities:

- Review and evaluate both inbound and outbound customer interactions to identify areas of improvement in communication style and content.
- Conduct one-on-one and group communication coaching sessions aimed at improving language use, active listening, empathy, and professionalism.
- Design and deliver tailored communication training programs for agents to enhance their customer handling abilities.
- Work closely with Quality Assurance and supervisors to ensure agents meet communication standards and resolve identified communication challenges.
- Develop and share communication guidelines and best practices for handling different types of customer queries and issues.
- Help agents develop strategies to de-escalate difficult situations with customers through improved communication techniques.
- Track agent progress and report the effectiveness of coaching initiatives to Training Managers and leadership.
- Collaborate with cross-functional teams, such as Customer Experience and Operations, to align communication coaching with organizational goals.

Qualifications:

- Bachelor’s degree in Communications, English, or a related field.
- 2-3 years of experience in communication coaching, preferably within a call center or customer service environment.
- Strong communication and interpersonal skills with a focus on empathy and customer service.
- Ability to provide constructive feedback and actionable coaching strategies.
- Familiarity with call center metrics like C-Sat, First Call Resolution, and AHT.
- Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran. EOE/M/F/D/V

Job Requisition ID:
022927

Job Category:
India Business Operations

Primary Location City:
Bengaluru

Primary Location Region:
Karnataka

Primary Location Postal Code:
560064

Primary Location Country:
India

Additional Posting Location(s):

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