The Communications Coach is responsible for managing, motivating and coordinating the activities of the account, to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.

Training Needs Analysis

• Work with operations, training, and quality teams to identify performance gaps related to communication skills.
• Analyze performance gaps and provide recommendations to meet target metrics.

Training Design and Development

• Identify key effective measures prior to content development
• Content research, creation of training materials and training evaluation measures

Training Delivery and Communication Skills Coaching

• Provide communication coaching to all employees including leadership and support
• Develop modules or activities to supplement existing programs or initiatives
• Demonstrate strong working knowledge of adult learning theory principles and be able to apply it in a 1:1 or group training setting
• Facilitate training programs

Training Evaluation

• Gather data from operations and quality to measure effectiveness of training program
• Analyze training effectiveness scores and initiate follow-up programs to ensure knowledge retention in participants

• Bachelor’s degree holder
• Must have at least 1-2 years of training, teaching or communication skills experience
• Must have at least 2 years work experience in Contact Center/BPO industry
• Instructional design or content development experience is an advantage
• Excellent training delivery, classroom management, and mentoring skills
• Knowledge of adult learning principles
• Excellent in written and verbal communication skills in English