1. Posted on: April 27, 2009 Closed on: May 1, 2009, 5pm Reports to: Training Manager Employment Status: Non-exempt Job Grade: A4 Submit application to: Alabang – Amie Matibag Ortigas – Mona Domingo Makati – Jon Velez Commonwealth – Beth Fuentes Cebu – Dre Momongan Bacolod – Lizbeth Reyes Dimension & Scope: The Communication Coach is responsible for evaluating offshore agents to ensure adherence to communication and language acceptability standards. This individual is also responsible for providing coaching/feedback to offshore agents in order to develop their communication skills. Principal Duties and Responsibilities: Sample and evaluate language quality. Participate in calibration sessions with Quality/Communication Leadership staff, Convergys personnel and clients. Achieve departmental productivity requirements (e.g. number of calls monitored per week on schedule, calibration time, etc.). Participate in Internal Language acceptability audits and recommend changes. Provide feedback through the call monitoring system and in-person to assist Team Leaders in developing front-line employees. Candidate Profile: The candidate must : Have the 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 Call Control etc. Have the ability to give constructive, direct feedback to agents concerning communication Have the ability to identify basic language issues and introduce effective means to improve Understand the 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 Have formal, specialized, job-related training with one to three years related work experience Proficiency with various software applications such as Microsoft Word and Excel. Have working knowledge of applicable customer contact systems (e.g. phone, email, web). Possess process improvement knowledge/analytical skills (preferred) Have the ability to use quality system tools (charts, graphs, etc.) Be team-oriented Be self-motivated Be performance-oriented Have excellent communication skills Have the ability to build productive working relationships Procedure: 1.All interested employees must discuss their intent to apply with their supervisor. All forms should be signed by the immediate supervisor and/or Program Head prior to submission. 2. Fill out the Building from Within Application Form (do not leave any fields blank), attach an updated resume. (Please include all contact information, a valid email address and the current shift schedule including rest days. Communication will either be by phone or email) and the needed scorecards from the last three months. Each scorecard should have a score of at least 3.0 3.Incomplete applications will not be processed. Applications submitted after the deadline will be considered invalid. 4.For re-applications, there is a 3-month waiting time. 5.Submit application to the POC of your site. Please read the IJP Application Procedures carefully before sending your application to avoid disqualification. Communication Coach (7 ) Quezon City Sites ***Candidates must be amenable to site assignments in CMW or UP-Ayala***