Sr. Communication Coach (B2B Account)
• Sample and evaluate language quality and communication skills using the standardized communication
monitoring form
• Provide feedback to agents through call monitoring system and in-person to assist Team Leaders in development of front-line employees
• Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for agents undergoing transition
• Ensure that agents adhere to the certification process and guide them through the two required levels
• Participate in calibration sessions with Quality and Communication & Culture Training (CCT) leadership staff, Concentrix personnel and clients
• Attend meetings with CCT training and coaching leadership team to provide input to curriculum revision
• Capture common errors among agents and recommend huddle sessions for those with language
opportunities
• Achieve departmental productivity requirements (e.g. number of calls monitored per week
on schedule, calibration time, etc.)
Candidate Profile
• Bachelor's Degree in related field from a four-year college or university with less than two years of relevant experience preferred
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task, prioritize, and meet timelines on deliverables
• Self-starter, sense of urgency, and works well under pressure
• Strong attention to detail
• Sense of professionalism and ability to develop relationships
• Sample and evaluate language quality and communication skills using the standardized communication
monitoring form
• Provide feedback to agents through call monitoring system and in-person to assist Team Leaders in development of front-line employees
• Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for agents undergoing transition
• Ensure that agents adhere to the certification process and guide them through the two required levels
• Participate in calibration sessions with Quality and Communication & Culture Training (CCT) leadership staff, Concentrix personnel and clients
• Attend meetings with CCT training and coaching leadership team to provide input to curriculum revision
• Capture common errors among agents and recommend huddle sessions for those with language
opportunities
• Achieve departmental productivity requirements (e.g. number of calls monitored per week
on schedule, calibration time, etc.)
Candidate Profile
• Bachelor's Degree in related field from a four-year college or university with less than two years of relevant experience preferred
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task, prioritize, and meet timelines on deliverables
• Self-starter, sense of urgency, and works well under pressure
• Strong attention to detail
• Sense of professionalism and ability to develop relationships