This job is with Accenture, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
- ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- PROJECT NAME: Verizon POSITION TITLE: Communications Senior Analyst WORK SETUP: Return to Office RESPONSIBILITIES:
- The Voice Coach carries out regular monitoring/coaching of the agents on the floor. In addition, this position creates a need for effective relationship partnering with Operations.
- This position also promotes a team-oriented environment through people development, strong leadership, remedial training.
- Train, assess and implement activities to effect improvement in customer service skills, accent neutralization and grammar.
- Assessing relevant training needs for individuals.
- Creating and implementing training modules as needed by the client and rolling out the same to the agents undergoing training and agents on floor as well.
- Conduct training for new hires and recurrent training for employees on customer service, grammar, and accent neutralization. OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Cebu Filinvest Cyberzone Tower 1
Qualifications
SKILL AND QUALIFICATIONS:
- Standard Comms Coach profile
- At least 3 years solid experience; 1-year supervisory experience
- Graduate of any communications or English related course is preferred but not required
- Good listening skills, patient & action oriented
- Ability to work under pressure ensuring that timelines are achieved.
- Willingness to work on a shifting schedule and during holidays as needed.
- Demonstrates above average English Communication Skills (At Least B2)
- Good Presentation Skills
- Good Facilitation Skills
- Strong interpersonal and customer service skills
- Good working knowledge of the Contact center and customer service operations
- Knowledge of basic MS Office Application
