Voice Coach – Operations

Management Level

Department: Operations – Contact Centre Reports to : Senior Manager

Role:

We are seeking an experienced Voice Coach to enhance the communication skills, cultural awareness, and emotional intelligence of our contact center team serving UK and US customers. The Voice Coach will focus on accent neutralization, cultural alignment, and fostering empathy to ensure superior customer service. This role will also drive continuous improvement initiatives, aligning with organizational goals to elevate team performance.

Core Duties and Responsibilities:

Voice and Communication Coaching:

• Conduct training sessions on voice clarity, tone, modulation, and accent neutralization to improve communication with UK and US customers.
• Develop personalized coaching plans to address individual improvement areas and ensure consistent communication standards across the team.

Cultural Awareness and Empathy Development:

• Train agents on UK and US cultural norms, communication styles, and customer expectations to enhance cultural alignment.
• Emphasize the importance of empathy in customer interactions by fostering skills in active listening, understanding customer concerns, and compassionate responses.
• Use real-world scenarios and role-playing exercises to build agents' confidence and emotional intelligence.

Performance Monitoring and Feedback:

• Monitor live and recorded calls to assess voice quality, empathy, and adherence to cultural and communication standards.
• Provide constructive feedback and actionable recommendations to agents and team leaders for skill enhancement.
• Maintain detailed documentation of coaching sessions, progress, and outcomes.

Continuous Improvement Initiatives:

• Identify opportunities to enhance communication strategies, customer service processes, and team workflows.
• Collaborate with Quality Assurance, Training, and Operations teams to implement best practices and innovative solutions.
• Leverage customer feedback and performance data to refine coaching techniques and prioritize team development.

Cross-functional Collaboration:

• Partner with stakeholders to align coaching initiatives with organizational goals and service standards.
• Support onboarding by delivering comprehensive training on voice, empathy, and cultural communication for new hires.
• Contribute to the creation of training materials, scripts, and guidelines tailored for UK and US audiences.

Competencies and Experience:

• Proven experience as a Voice Coach, Trainer, or similar role in a contact center, preferably in financial services.
• Expertise in accent neutralization, voice modulation, and developing communication skills.
• Strong understanding of UK and US cultural nuances and customer interaction preferences.
• Ability to foster empathy and emotional intelligence in customer interactions, ensuring a deeper connection with customers.
• Proactive and innovative mindset with a focus on driving continuous improvement.
• Excellent verbal and written communication skills, coupled with strong interpersonal coaching abilities.

Desired Skills and Knowledge:

• Familiarity with financial services regulations and compliance standards for UK and US markets.
• Experience with call monitoring tools and performance analytics systems.
• Certifications in communication training, cultural competence, emotional intelligence, or customer service are a plus.
• Exceptional coaching skills with the ability to inspire, motivate, and develop teams.
• Strong organizational and analytical skills to track performance and optimize training programs.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.