SUMMARY

The Communications Coach/Trainer Lead will be responsible for identifying, categorizing, and prioritizing communications and soft skills opportunities that directly or indirectly affect performance of contact center associates. He/she will actively lead the corrective and preventive process utilizing fact-gathering, collaborative diagnosis, and deep dives that pinpoint communications and/or soft skills-related pain points. This role is also responsible for building a culture where soft-skills and communications improvements are sustained, and where associates live and breathe such culture.

 PRIMARY RESPONSIBILITIES

Conduct New Hire and Upskill training for Culture, Communications, Soft Skills based on the applicable agenda. Conduct Training Evaluation Feedback at the end of each session. Conduct refreshers / up-skilling to targeted employees based on TNA (Training Needs Analysis), Action plans or those that have been on leave. Build communications training materials, snippets, and any form of information dissemination relating to communications and soft skills enhancement. Initiate training upkeep to ensure all communications training materials are up to date, and relevant to current business state. Create and administer PKT (Process Knowledge Tests) to understand opportunities in Operations which will be the outcome of a TNA (Training Needs Analysis) and derive action plans based on findings. Actively participate in Training Needs Analysis and create action plans based on TNA and opportunities to support Operations. Collaborate with the CE (Customer Experience), Quality and Pre-Process Training team in making suggestions in enhancing training agenda. Provide feedback to associates / trainees based on progress in training/upskilling. Conduct coaching sessions to trainees and agents towards performance improvement. Participate in calibration exercises on a regular basis to ensure consistency in measurement and maintain process knowledge. Work closely with Quality / CE / SME and Operations team to conduct team huddles. Participate in performance management or improvement plan efforts.

QUALIFICATIONS

Required:

Undergraduate degree or equivalent work experience in business management, training or other field of study that supports job role. At least minimum of 1 year of experience in delivering communications training and coaching in business operations, corporate, or production-driven environment. Experience in classroom/webinar/virtual/blended training set-up and learning environment. Intermediate to advanced MS Excel skills Amenable to a flexible shift scheme A team player

KNOWLEDGE/SKILLS/ABILITIES

Required:

Training and Facilitation Communications and Language Coaching Operations Leadership – Preferred not required. MS Excel Proficiency Highly analytical