DUTIES & RESPONSIBILITIES:

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 up until the 90th day of the employee.

Training Delivery

? Responds to inquiries and 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 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 the agreed development approach with the Operations leads.
? Creates performance tracking /reporting system and governance to manage 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 the 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.
? Conducts engaging and interactive training sessions to improve participants' communication skills.
? Conducts call simulations and facilitates language assessments as part of the learning methodologies for uptraining sessions.
? Conduct coaching sessions as needed for agents
? Provide 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, audio files, and other materials.
? 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.
? Develop training materials, modules, and resources, including presentations, handouts, and multimedia content.

Training Evaluation
? Leads the implementation and evaluation of the relevant training program to achieve learning and business objectives.
? Review participant feedback and comments, and recommend 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 30 days after the Coaching Session and assists Operations in developing appropriate interventions to address performance gaps concerning 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 are conducted is 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 Language related materials they are assigned to.
? Schedules and adheres to capacity plan.
? Write post-training reports to concerned business and department heads when relevant.
? Maintains reports, logs, files, manuals, and procedures following 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.






General Safety and Security
? Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
? Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.

COMPETENCY REQUIREMENTS:

With Basic Competency Level in ff.:

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, and Microsoft PowerPoint.
? Able to facilitate courses/ modules using virtual classroom 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 the training and development needs of individuals 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 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 Skills
? Able to establish structure and procedures to protect classified information.
? Ability to make administrative and procedural decisions and judgments.
? Ability to determine problems, 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 plans to help the team of trainers improve their performance.
? Documentation and Administrative Skills.
? Able to participate in 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, software/hardware malfunctions, and breaches of confidentiality.
? Able to establish, implement, and continuously improve the quality of information security policies assigned to him/her.




With Moderate Competency Level in ff.:

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, and Microsoft PowerPoint.
OTHER REQUIREMENTS:

Reports to: Senior Training Manager

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.
? Healthcare background and process training are value adds.

Certificates, Licenses, Registrations:
Recommended:
? Train the Trainer Certified or Certificate
? Communication skills training (certificate)
? Presentation Skills Certification
? Performance Coaching Certification
? Basic Supervisory Training or Certification
? Performance Coaching Certification
? Instructional Design
? GROW certified or its equivalent
Ideal:
? Business Writing Seminar Certificate
? Winning Culture of Champions
? Leadership Image
? Training Needs Analysis

Work environment:
? The work environment in the office premises is professional, office. Business casual attire.
? Able to identify an adequate space (minimal background noise, well-lit, with access to fast internet) in their home that can be used for virtual training delivery, should the need arise

Physical demands:
? May require holiday, weekend, overtime, graveyard work, or shifting schedules, as needed by the business.
? May require travel from multiple office locations if the need arise
? High-speed internet available home for remote/work at home assignments (minimum 10 mbps)


Work demands: N/A


REVISION HISTORY
Copy revision details below and use BLUE. For details to be taken out, make sure to transfer it under the removed portion and use RED font
DUTIES & RESPONSIBILITIES

Added as of: (Date of Change Approval)

Removed as of: (Date of Change Approval)

Example:
Added as of: 09/16/22 (Date is dependent on the date of most recent approval in QISMS)
? Rebranding to Sagility
Removed as of: 09/16/22
? Telework FunctionsCommunications Coach

DUTIES & RESPONSIBILITIES:

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 up until the 90th day of the employee.

Training Delivery

• Responds to inquiries and 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 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 the agreed development approach with the Operations leads.
• Creates performance tracking /reporting system and governance to manage 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 the 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.
• Conducts engaging and interactive training sessions to improve participants' communication skills.
• Conducts call simulations and facilitates language assessments as part of the learning methodologies for uptraining sessions.
• Conduct coaching sessions as needed for agents
• Provide 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, audio files, and other materials.

? 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.

? Develop training materials, modules, and resources, including presentations, handouts, and multimedia content.

Training Evaluation

• Leads the implementation and evaluation of the relevant training program to achieve learning and business objectives.
• Review participant feedback and comments, and recommend 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 30 days after the Coaching Session and assists Operations in developing appropriate interventions to address performance gaps concerning 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 are conducted is 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 Language related materials they are assigned to.
• Schedules and adheres to capacity plan.
• Write post-training reports to concerned business and department heads when relevant.

• Maintains reports, logs, files, manuals, and procedures following 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.

General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.

COMPETENCY REQUIREMENTS:

With Basic Competency Level in ff.:

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, and Microsoft PowerPoint.
• Able to facilitate courses/ modules using virtual classroom 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 the training and development needs of individuals 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 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 Skills

• Able to establish structure and procedures to protect classified information.
• Ability to make administrative and procedural decisions and judgments.

?     Ability to determine problems, 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 plans to help the team of trainers improve their performance.

• Documentation and Administrative Skills.
• Able to participate in 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, software/hardware malfunctions, and breaches of confidentiality.

• Able to establish, implement, and continuously improve the quality of information security policies assigned to him/her.

With Moderate Competency Level in ff.:

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, and Microsoft PowerPoint.

OTHER REQUIREMENTS:

Reports to:  Senior Training Manager

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.
• Healthcare background and process training are value adds.

Certificates, Licenses, Registrations:  

Recommended:

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

Ideal:

• Business Writing Seminar Certificate
• Winning Culture of Champions
• Leadership Image
• Training Needs Analysis

Work environment:

• The work environment in the office premises is professional, office. Business casual attire. 
• Able to identify an adequate space (minimal background noise, well-lit, with access to fast internet) in their home that can be used for virtual training delivery, should the need arise 

Physical demands:

• May require holiday, weekend, overtime, graveyard work, or shifting schedules, as needed by the business. 
• May require travel from multiple office locations if the need arise 
• High-speed internet available home for remote/work at home assignments (minimum 10 mbps) 

Work demands:  N/A

REVISION HISTORY

Copy revision details below and use BLUE. For details to be taken out, make sure to transfer it under the removed portion and use RED font

DUTIES & RESPONSIBILITIES

Added as of: (Date of Change Approval)

Removed as of: (Date of Change Approval)

Example:

Added as of: 09/16/22 (Date is dependent on the date of most recent approval in QISMS)

• Rebranding to Sagility

Removed as of: 09/16/22

• Telework Functions

Quezon City, Bridgetowne ZetaPhilippines