**BASIC QUALIFICATIONS | EDUCATION**:- Bachelor's/College Degree holder**PREFERRED QUALIFICATIONS**:**COMPETENCIES**:- 2-3 years relevant experience- Experience as Trainer/coach from a BPO/Shared Service company- Can consider English teachers / ESL Teachers (preferably an LPT).- Open to working on US shifts- Excellent problem-solving and decision-making skills- Excellent analytical skills- Excellent Performance Management skills- _Job Description Summary_*The position of Communications Coach is primarily responsible for evaluating calls offshore to ensure adherence to communication and language acceptability standards. This individual is also responsible for providing coaching/feedback to offshore agents in order to develop their communication skills which results to good calls and satisfied customers. The Comm-Coach will also run supplemental training sessions and activities based on training-needs and the analysis of the results of audits.- Provide feedback to agents through call monitoring system and in-person feedback sessions to assist operations in development of front-line employees specially those who have low quality scores and/or escalations- Facilitate group training for annual training requirements, new product training, Foundations and Communications training, and etc.- Provide timely feedback to department Managers on teammate growth, developmental needs, and participation in training sessions.- Partner with management to identify and develop action plans for communication skills and behavioral improvement.- Constantly look for ways to improve and promote quality of work, agent development, and process flow.- Help to identify, and show enthusiasm for, creating new ways of sustaining coaching and developing initiatives.- Independently research training and development techniques, recommend and implement enhancements to existing and new programs.- Sample and evaluate language quality and communication skills- Participate in calibration sessions with Quality/Communication Leadership staff, eScreen personnel and clients.- Achieve departmental productivity requirements (e.g. number of calls monitored per week on schedule, calibration time, etc.).- Participate in Internal Language acceptability audits and recommend changes.**Job Types**: Full-time, Permanent**Salary**: Php30,000.00 - Php40,000.00 per month**Benefits**:- Transportation service providedSchedule:- 8 hour shift- Night shiftAbility to commute/relocate:- Taguig City: Reliably commute or planning to relocate before starting work (required)**Education**:- Bachelor's (required)**Experience**:- Communication Trainer/Coach: 2 years (required)- BPO/Shared Service: 2 years (required)- English Teacher/ESL Teacher: 2 years (required)License/Certification:- Licensed Professional Teacher (required)
