Job Description – Communications Coach
Job Summary
A Communications Coach (also known as Foundation Skills Trainer) welcomes new hires to the company, orients them on the company’s policies and code of conduct, and prepares agents with the basic skills needed for the role of a customer service representative through a 4-day language and culture training program.
Job Responsibilities
Training Facilitation
- Facilitates New Employee Orientation
- Facilitates language and culture training
- Pronunciation
- Grammar and Vocabulary
- Discourse Competency
- Interactive Fluency
- US Culture and Customer Behavior
- Ensures all trainees complete required Foundever courses
- Coordinates schedule of orientation with guest HR speakers
- Conducts coaching on language opportunities, targeting KPI improvement, as needed
- Coordinates with Quality and Operations for necessary communications coaching
- Conducts workshops for Operations Leaders (Team Leads and Coaches)
- Creates and updates training or coaching materials, as needed
- Creates and training or coaching timeline for new materials
Trainee Management
- Evaluates trainees’ communication skills (i.e. pronunciation, grammar, comprehension, probing)
- Provides immediate feedback and reinforcement on language opportunities
- Observes trainee’s classroom behavior, documents necessary callouts
Administrative Tasks
- Sends NEO EOD Report
- Files ticket for badge printing
- Sends Daily FST EOD Report
- Sends BOFO Report
- Sends NEO Invite
- Uploads Schedule of trainees
- Keeps track of availability of Foundever credentials
Qualifications
- Participates in training-related professional development
- Attends meetings with the training team
About Us
Job Summary
Primary Job Responsibilities
Skills/Knowledge/Abilities
Education
Experience Target
Specialized Certifications
CallCenterNinja