Communications Manager at FitX managing PR, storytelling, and internal communications. Responsible for social engagement and press relations in a dynamic fitness environment.
IA
Hybrid Communication Coach, Corporate Training
Posted 4 months ago
About the role
- Communication Coach responsible for coaching agents on communication skills and improving NPS scores. Evaluating performance and conducting refresher trainings for advisors in a hybrid setup.
Responsibilities
- Evaluating agents and coaching them on communication and language proficiency
- Remote monitoring and side by side/live call monitoring of calls & providing detailed feedback to the advisor
- Identifying gaps in the skills set of the advisors and conducting refresher /remedial trainings on the top defect areas
- Maintaining & Preparing Daily trackers, reports and Weekly/monthly dashboard for reviews
- Participating in Calibrations and achieving the variance targets laid down by the departments
Requirements
- Graduation is mandatory
- Relevant 2-5 years of auditing & coaching experience in a Contact Center environment
- Good in Excel and strong written and Verbal Communication and Presentation skills
- Proficient in designing training modules and delivering refresher/remediation trainings
- Strong knowledge on Communication Skills & experience in training people on pronunciation, Sound Corruption, MTI, Customer Service, Grammar etc.
Benefits
- Motivating the advisors to improve their service and voice quality and reiterating importance of NPS
- Designing and running campaigns to improve the overall NPS for the process
- Conducting Refresher training sessions for the advisors as per standard monthly targets
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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