The primary role of the communications coach is to help associates enhance their communication skills in preparation for their future roles in the company. This can encompass various aspects of communication, including verbal, nonverbal, written, and interpersonal communication / soft skills. Support provided will ideally be end to end as the communications coach will be tapped to provide support during the different phases of training.Business Learning | Communications Coach

DUTIES AND RESPONSIBILITIES

Training Delivery

• Responds to inquiries and conducts research to help resolve problems related to transactions handled by the unit; serves as liaison with other constituencies in the resolution of day-to-day administrative and operation?s communication training issues.
• Assists Operations with their communication-related concerns and conducts/validates necessary TNA such as call monitoring; after which decides the best intervention such as coaching or refresher training.
• Determines the different learning methodologies applicable for a training course or performance consulting initiatives through Needs Analysis and Validation.
• Implements performance coaching and training based on agreed development approach with the Operations leads.
• Creates performance tracking /reporting system and governance to manager and measure performance coaching initiatives.
• Recruitment Support
  • Participates in certification and calibration of leaders conducting final interviews as part of the Agent hiring process.
  • Collaborates with Operations and HR Recruitment in enhancement of recruitment toll gates.
  • Writes reports of the result of the Language Checks conducted within the day to the appropriate business unit heads, managers, and other parties concerned.
  • Responsible for the consolidation and final draft of reports for business or accounts his or her cluster supports.
• Facilitates En Route and Foundation Training for newly on boarded associates.
• Conducts engaging and interactive training sessions to improve participants' communication skills.
• Conducts call simulations and facilitates language assessments as part of the learning methodologies in Foundation Training.
• Provides an in-depth status report on the skill level of new hires through End of Day Reports, Weekly Progress Reports & Post-Mortem.
• Conducts OJT Support and Communications Refresher training for New Hires during PST and Nesting phases.
• Training Target Audience: Agents and Senior Agents, SMEs, Team Leaders and Shift Managers.

Training Research & Design

• Partners with Business Excellence in determining root causes for communications-related opportunities.
• Works together with the Training Manager and Instructional Design team in the development of Training Manuals and learning assets such as: quizzes, job aids, videos and audio files, etc.
• Assists the Training Manager and Instructional Design Team with the creation of comprehensive communication training programs tailored to the needs of the different businesses within the Organization.
• Develops training materials, modules, and resources, including presentations, handouts, and multimedia content.

Training Evaluation

• Leads the implementation and evaluation of the relevant training program in order to achieve learning and business objectives.
• Reviews participant feedback and comments, and recommends relevant changes to improve trainee experience.
• Leads the meeting with Operations to ascertain agent/ learner?s performance up to within 90 days after foundation training certification or within 30 days after Coaching Session and assists Operations in developing appropriate interventions to address performance gaps with regard to soft skills (i.e. Communication, Quality Customer Service, Listening and Basic Probing, Call Control, and Overall Confidence). Reviews and recommends, accountable for the success of the learning session.
• Responsible for the overall achievement of the intended learning and business outcomes, as well as for the evaluation and measurement of the agents? performance under his/ her supervision.
• Provide constructive feedback and create personalized development plans to address specific communication challenges.
• Solicits feedback from participants and stakeholders to improve training initiatives.
• Responsible for the consolidation and final draft of reports for business or accounts his or her cluster supports.

Administrative Function

• Ensures that all relevant documentation before and after classes conducted are in order.
• Coordinates and works with different support as well as operations departments in the effective management and implementation of their assigned training programs.
• Responsible for maintenance and inventory of all FT materials they are assigned to.
• Schedules and adheres to capacity plan.
• Writes post training reports to concerned business and department heads when relevant.
• Maintains reports, logs, files, manuals and procedures in accordance with the defined data management system of the team.
• Ensures security of information assets in compliance with ISO, QISMS and DPA. Maintains all documents to be audit-ready at all times.

COMPETENCY REQUIREMENTS:

Communications Skills

• Excellent oral & written English (CEFR Level = C1)
• Expert business and technical writing skills

Computer Skills

• Requirement: Expert in MS Office applications, especially with MS Excel, MS Word, Microsoft PowerPoint
• Able to facilitate courses/ modules using virtual classrooms platforms such as WebEx, MS Teams, Zoom blackboard, etc.
• Ideal: Familiarity with Articulate 360, Adobe Photoshop, Macromedia Flash or similar software

Training Delivery

• Expert Competency Level.
• Training Needs Analysis
• Ideal: Should be an expert in interpreting and assessing training and development needs of individual and teams to develop appropriate and effective training strategies to bridge identified gaps.

Training Design & Development

• Should be competent in designing new training programs, courses, and modules.
• Should be able to leverage on Bloom?s taxonomy in designing activities and learning events.
• Should possess basic competency in designing and implementing a training program. Should be able to balance both ADDIE and 6D?s of Breakthrough learning in ensuring effective training delivery while achieving business objectives.

Analytical and Problem-Solving Skill

• Able to establish structure and procedures to protect classified information.
• Ability to make administrative and procedural decisions and judgments.
• Ability to determine problems, to problem solve and recommend solutions. To seek out better methods of training classes to operate.

Coaching and Performance Management

• Ability to diagnose performance gaps and identify the training needs of a group of associates.
• Ability to prepare coaching and development plan to help the team of trainers improve their performance.
• Documentation and Administrative Skill
• Able to participate during training, orientation and awareness programs such as QISMS, DPA, and the relevant company policies and standards.
• Able to report information security related incidents without any delay to the right authority. - Example: All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality.
• Able to establish, implement and continuously improve the quality information security policies assigned to him / her.

OTHER REQUIREMENTS:

Preferred Skills: Training Delivery, Training Needs Analysis, Instructional Design, Curriculum Development, Coaching and Performance Management, Strong Innovative Mind; Critical, Analytical and Lateral Thinker, Problem Solving Skills, Documentation and Administrative Skills, Proficient in MS Excel, MS Word, Microsoft PowerPoint

Reports to: 

Associate Training Manager / Training Manager

Supervises: 

Trainees

Education and/or Experience:

• Preferably with a degree in Human Resource Management, Mass Communication, Psychology, Education, Business Management, or its equivalent.
• At least 2 years of training experience in the BPO setting,
• At least a year of supervisory experience in the BPO setting,
• Well-versed in Adult Learning Principles (ALP),
• Experience managing a dynamic and diverse classroom environment (B&M or virtual),
• Knowledge of US Healthcare Delivery System,
• Knowledgeable on Health Care Insurance Basics
• Understanding of Contractual / Operational Requirements.

Certificates, Licenses, Registrations:

Recommended:

• Train the Trainer Certified or equivalent Certification
• Communication skills training (certificate)
• Presentation Skills Certificate
• Performance Coaching Certification
• Basic Supervisory Training or Certified
• Performance Coaching Certification
• Instructional Design

• Ideal:
  • Business Writing Seminar Certificate
  • Winning Culture of Champions
  • Leadership Image
  • GROW certified or its equivalent

Language Skills

• English Proficiency CEFR level of C1 or higher

Computer Skills:

• MS Office Tools, Learning Management Systems

Reasoning Ability:

• Logical Reasoning
  • Involves the ability to identify patterns, make deductions, and draw conclusions based on logical premises.
  • Common in problem-solving tasks and critical thinking.
• Analytical Reasoning
  • Focuses on breaking down complex information into smaller components to understand the relationships and connections between them.
  • Essential in research, data analysis, and strategic planning.
• Inductive Reasoning & Deductive Reasoning
  • Involves generalizing based on specific observations or evidence, drawing specific conclusions from general principles or premises.
• Critical Thinking
  • Encompasses the ability to evaluate information, consider alternative perspectives, and make informed decisions.
  • Valuable in problem-solving, decision-making, and effective communication.
• Problem-Solving
  • Involves identifying challenges, analyzing the root causes, and devising effective solutions.
• Decision-making
  • Requires assessing available options, weighing pros and cons, and choosing the most appropriate course of action.
  • Integral to both personal and professional decision-making.

Work environment:

• Physical work environment: Hybrid work set-up
• Social work environment: Good Team Dynamics and Inclusivity
• Management Style
  • Communication: Clear and open communication channels contribute to transparency, trust, and a positive workplace culture.
• Work-Life Balance
  • Flexible Work Arrangements & Wellness Programs
• Career Development Opportunities
• Safety and Security
  • Physical & Job Security

Physical demands:

• May require weekend, evening, or over-time work.

Work demands:

• Completion of process training and/or certification program. Also, meet or exceed quality target or assigned KPI.

Iloilo, SM Strata TowerPhilippines