Develops agent’s sales and communication skills capabilities
Executes standard needs analysis process based on agent performance and provide the appropriate coaching intervention plan
Monitors and evaluates language quality and communication skills of agents and identify agents’ strengths and areas for improvement
Roll-out timely, constructive language feedback to agents through call monitoring system and in-person to aid in agent skill-enhancement
Executes communications coaching sessions for agents
Strictly enforces and abide by the English Only Policy
Coordinates with key people to ensure timely delivery of communications coaching to all required personnel
Collaborates with team leaders and trainers / training managers in improving agents’ communication skills
Acts as communications mentor & coach to the agents and may also serve as a back-up point of escalation when Subject Matter Experts are unavailable
Creates and distributes reports on a timely basis to key clients representatives; provide communications refresher training / updates to staff as required
Coordinates with leadership, providing scheduled reports and ad hoc information as required by the Client indicated in the Service Level Agreements.
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Open to College graduate and undergraduate with related work experience
At least 4 years of work experience in the Contact Center industry
1 2 years of training or teaching experience
1 2 years of communication skills and sales coaching experience
Excellent Communication Skills (Written & Oral)
Proficient in Microsoft Office applications - Excel
Expert in Presentation & Facilitation Skills
Skilled in Course Development Skills
Good Interpersonal and customer service skills - Includes sales or customer service experience
Knowledge of the Contact center and customer service operations
Willing to work on a night shift
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.