Culture Coach

Job Description – Communications Coach

Job Summary

A Communications Coach (also known as Foundation Skills Trainer) welcomes new hires to the company, orients them on the company’s policies and code of conduct, and prepares agents with the basic skills needed for the role of a customer service representative through a 4-day language and culture training program.

Job Responsibilities

Training Facilitation

• Facilitates New Employee Orientation
• Facilitates language and culture training
  • Pronunciation
  • Grammar and Vocabulary
  • Discourse Competency
  • Interactive Fluency
  • US Culture and Customer Behavior
• Ensures all trainees complete required Foundever courses
• Coordinates schedule of orientation with guest HR speakers
• Conducts coaching on language opportunities, targeting KPI improvement, as needed
• Coordinates with Quality and Operations for necessary communications coaching

• Conducts workshops for Operations Leaders (Team Leads and Coaches)
• Creates and updates training or coaching materials, as needed

• Creates and training or coaching timeline for new materials

Trainee Management

• Evaluates trainees’ communication skills (i.e. pronunciation, grammar, comprehension, probing)
• Provides immediate feedback and reinforcement on language opportunities
• Observes trainee’s classroom behavior, documents necessary callouts

Administrative Tasks

• Sends NEO EOD Report
  • Files ticket for badge printing
• Sends Daily FST EOD Report
• Sends BOFO Report
• Sends NEO Invite
• Uploads Schedule of trainees
• Keeps track of availability of Foundever credentials

Qualifications

• Participates in training-related professional development
• Attends meetings with the training team