Voice Coach

ROLE

• Monitor calls and emails on communication and soft skills per sampling plans.
• Monitor and coach agents on grammar, pronunciation, syllable stress and other aspects of the English language, culture, etc.
• Provide consistent coaching and feedback to enhance employee performance.
• Support floor training initiatives.
• Intermittently assist in design and development of training material.
• Provide feedback and input for training content enhancement and development.
• Develop action plans for the bottom quartile and ensure they move up the learning curve.
• Must work with multiple teams and processes.

SKILL

• Excellent communication skills.
• Strong understanding of the English language – technical and practical applications.
• Well versed with soft skills.
• Understanding of monitoring and feedback techniques.
• Ability to audit monitored data and identify coaching/training needs.
• Efficient at managing one’s own schedule and work.
• Must be self motivated and able to motivate others.
• Ability to improve the communication and soft skills of the agents for sustained continuous improvement.
• Display a high-level of effort and commitment towards supporting employees.
• To be able to work in night-shift.