• Communication and Soft Skills Coach Jobs in Tunisia

  • HP Inc.
  • Tunisia

Job Description:

Communication and Soft Skills Coach Save job Job ID 3035923 Primary Location Ariana, , Tunisia Date posted 10/17/2018 At HP, talent is our criteria Join us in reinventing the standard for diversity and inclusion Bring your awesomeness, and just be you!

The Communication and Soft Skills Coach is responsible of coaching the agents and developing their communication styles and customer service skills (include sentence construction, grammar, rate of speech, clarity of speech, pronunciation of process specific words, or soft skills like call control) and accountable of overall development and delivery of various capability development programs in the Operations, primarily focusing on verbal and written communication skills mainly in French and English

Responsibilities

Evaluate the agents to ensure that communication and language used is at acceptable standards
Work closely with the operations team to improve operational and customer satisfaction indicators
Monitor calls on Communication, Soft Skills, Process & Compliance Parameters
Remote and side by side/live call monitoring to be conducted, providing detailed feedback to the employee
Provide coaching and feedback to enhance agent performances
Analyze Audit data, Compliance, Communication and Process related data
Prepare and implement action plans
Analyze the coaching /training needs of the agents and support them in delivery
Participate in calibrations to ensure consistent scoring and feedback delivery approach
Keep the team updated on new process changes/updates, improvement initiatives
Conduct Compliance, Communication and Process Awareness sessions for new hires
Support floor Training Initiatives Resolution and Communication
Handle customers and operational escalations
Develop action plans and report out the improvement process in business reviews
Plan and run campaigns to drive Awareness/Improvements on Compliance, Communication & Process

Education and Experience Required

Bachelors or Masters
Degree in languages (French, English), Quality Management, Business Management or equivalent
Typically 3-5 training, teaching, communication skills coaching experience or equivalent

Knowledge and Skills

Presentation, feedback and coaching skills
Excellent/Native written and verbal communication skills in French and English
Ability to effectively communicate quality plans, proposals, results and negotiate options at management levels
Customer service attitude
Technical knowledge of French and English communication - intonation, syllable, punctuation
MS office knowledge
Receptiveness to change
Ability to work under pressure and meet call monitoring targets

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Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : IT-Hardware/Networking
Functional Area : HR/PM/IR/Training
Role : Training & Development
Salary : Not Mentioned
Deadline : 01st Jan 2020

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