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What does a Communications Coach do? Imagine yourself going to work to provide the best customer experience for your clients through your team. You will design, implement, and lead a comprehensive communication coaching framework for our customer-facing teams. By refining tone, empathy, active listening, and de-escalation tactics, this initiative directly aims to increase account NPS scores and First Contact Resolution (FCR) rates.
As a Communications Coach, you will:
The Communication Coach Leader will not just train; they will build a culture of continuous improvement. Their core responsibilities will include:
Do you have what it takes to be a Communications Coach?
Requirements:
● At least two (2) years of relevant Team Leader experience in an outsourcing or similar company, managing a minimum of 10 teammates while working in a customer support role;
● Excellent verbal and written communication skills;
● Process excellence experience in an outsourcing company
● Above-average technical know-how;
● Previous experience working in phone, email, and live chat customer support roles;
● Familiarity with e-Commerce, ZenDesk, or any other CRM tools; and
● Flexibility and willingness to work on different shifts.
