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Communication Coach

Tirupati, Andhra Pradesh

Sutherland Global Services Inc

Job Description

Monitor calls/emails/chats on Communication, Soft Skills, Process & Compliance Parameters
Provide Coaching & Feedback to enhance agent performance
Analyze Audit data, Compliance, Communication & Process related data. Prepare & implement action plans.
Analyze the coaching / training needs of the consultants & support them in delivery
Participate in calibrations to ensure consistent scoring & feedback delivery approach
Keep the consultants updated on new process changes / updates, improvement initiatives
Conduct Compliance, Communication & Process Awareness sessions for new hires
Support floor training initiatives: Recursive trainings
Handle PnP escalations
Develop action plans and report out the improvement process in business reviews
Plan & run campaigns to drive awareness/improvements on Compliance, Communication & Process
Provide feedback and input for training content enhancement and development

Job Requirements: Should have at least 1-2 years of communication coaching / classroom training experience in contact center industry

Job Characteristics:

Customer Service Attitude
CE/Process/Compliance knowledge & orientation
Conflict resolution skills
Some basic understanding of CEC audit & coaching process
Technical knowledge of English communication SVA, intonation, syllable, punctuation etc
Presentation, feedback & coaching skills
Analytical bend of mind
Receptiveness to change
Interest in role / motivation factors
Approach to Training Need Analysis

Company Description

We are a reputed $500 million US based multinational Technology-Enabled Business Process... Outsourcing (BPO) company specializing in Integrated BPO solutions across the front and back office that support the entire lifecycle of our client and customers.

With our headquarter in Rochester, New York, Sutherland now employs over 30,000 professionals offering blended services from its 33 delivery centers in Bulgaria, Canada, India, Mexico, Philippines, the United Arab Emirates, the United Kingdom, and the United States.
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Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
Two years
Compulsory Education
Jobs in Customer Service / Call Centre / Operations / Data Entry
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