Key Responsibilities:Sample and evaluate communication quality Participate in calibration sessions with Business Heads, Managers, Trainers and other communication coaches Achieve departmental productivity requirements (e.g. number of calls monitored per week on schedule, etc.) Provide feedback through call monitoring system and in-person to assist Managers in development of front-line employees Prepare weekly and monthly reports for the Line of business aligned to Participate and lead any floor activities planned To attend TTT in order to build a robust level of knowledge To spend 5 hours per month on calls/chats/other, in order to maintain excellent working knowledge of processes and products To be ready and willing to increase skills and knowledge through exposure to new or other processes or procedures, for any LOB or operational team To be enthusiastic, positive and energetic at all times and act as an ambassador for training and learning in GBS, ensuring that training activity is a positive, effective and beneficial experience for individual and the organisation To respond positively to feedback and coaching in order to develop and enhance own skills and abilities To be flexible and accommodating in approach, in support of business requirements Customer Centricity Champion for Advisors Driving BT Comms, Culture & Behaviour of advisorsSkills required:Excellent communication skills, both verbal & written Ability to communicate confidently to large groups of people in a training environment Good influence and conflict management skills, and has a very positive approach Understanding of BT One Voice- BT Behaviour Resource with an ability to monitor and coach agents on Language Skills which include sentence construction, grammar, rate of speech, clarity of speech, pronunciation of process specific words, or soft skills like Chat/Call Control etc. Ability to give constructive and direct feedback to agents concerning communication and soft skills Ability to identify basic language issues and introduce effective means to improve Understands principles of building rapport with the consumer by using transition statements, verbal nods, small talk, tone, courtesy and empathy Work with internal partners to identify agents with language opportunity Formal, specialized, job-related training with 1-3 years related work experience Proficiency with various software applications such as Microsoft Office 365, MS Teams, MS Power Point & MS Excel Process Improvement knowledge/analytical skills preferred Ability to use quality system tools (charts, graphs, etc.) Team-oriented Self-motivated Performance-oriented Ability to build productive working relationshipsExperience Required:As per IJP Guidelines Graduate Formal, specialized, job-related training with 1-3 years related work experience Proficiency with various software applications such as Microsoft Office 365, MS Teams, MS Power Point & MS Excel Process Improvement knowledge/analytical skills preferred Ability to use quality system tools (charts, graphs, etc.) Team-oriented Self-motivated Performance-oriented Ability to build productive working relationships
Job Title
Communication Coach