Communication Coach, Corporate Training

5 days ago

Mumbai Maharashtra, India Onity Group Inc. Full time

***:The Communication Coach is responsible for evaluating agents and coaching them on communication and language proficiency to ensure that communication and language used on calls is at acceptable standards.

**JOB FUNCTION AND RESPONSIBILITIES**:

- Remote monitoring and side by side/live call monitoring of calls & providing detailed feedback to the advisor
- Responsible to coach the agents and to develop their communication styles & customer service skills (this could include sentence construction, grammar, rate of speech, clarity of speech, pronunciation of process specific words, or soft skills like call control etc.)
- Work closely with the BU to improve the performance of the bottom quartile in terms of NPS scores
- Motivating the advisors to improve their service and voice quality and reiterating importance of NPS
- Design and run campaigns to improve the overall NPS for the process
- Proficient in identifying gaps in the skills set of the advisors and conduct refresher /remedial trainings on the top defect areas
- Arranging initiatives and/or campaigns with focus on voice and customer service quality
Maintaining & Preparing Daily trackers, reports and Weekly/monthly dashboard for reviews
- Participate in Calibrations and achieve the variance targets laid down by the departments
- Conducting Refresher training sessions for the advisors as per standard monthly targets

**QUALIFICATION**:

- Graduation is mandatory
- Relevant 2-5 years of auditing & coaching experience in a Contact Center environment
- Good in Excel and strong written and Verbal Communication and Presentation skills
- Proficient in designing training modules and delivering refresher/remediation trainings
- Strong knowledge on 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 - needs to be comfortable with working in night shifts

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