Training Manager
Asurion
Date: 3 weeks ago
City: Mabalacat City
Contract type: Full time
The Language Coach is responsible for evaluating offshore agents 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.
Principal Duties and Responsibilities:
- Job Description
Principal Duties and Responsibilities:
- Monitor calls on Communication, Soft Skills, Process & Compliance Parameters.
- Participate in calibration sessions with Quality/Communication Leadership staff, Care Operations management to ensure consistent scoring and feedback delivery approach.
- Analyze Audit data, Compliance, Communication & Process related data. Prepare & Implement action plans.
- Analyze the Coaching / Training needs of the agents & support them in delivery.
- Conduct Compliance, Communication & Process Awareness sessions for new hires.
- Participate in Internal Language acceptability audits and recommend changes.
- Provide feedback through call monitoring system and in-person to assist Team Leader in development of front-line employees.
- Plan & run campaigns to drive Awareness/Improvements on CSAT/NPS, Compliance, Communication & Process.
- Creating Call Handling Framework and scripting as needed by call types in our Voice Support.
- Customer Service Attitude.
- CE/Process/Compliance Knowledge & Orientation.
- Conflict resolution skills.
- Some basic understanding of Audit & Coaching process.
- Technical knowledge of English communication - intonation, syllable, punctuation etc.
- Presentation, Feedback & Coaching skills.
- Analytical bend of mind.
- Receptiveness to change.
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