| Job Location | Cairo - Egypt |
| Education | Any Graduation. |
| Salary | Not Mentioned |
| Industry | Call Center / BPO / KPO / Outsourcing |
| Functional Area | Not Mentioned |
Essential Functions/Core ResponsibilitiesMonitor and coach the communication coaches in sampling and evaluating language qualityEnsure that the communication coaches are calibrated in their assessment of agents performance via the communication monitoring form to ensure consistencySupervise the transition process, gathering feedback from the communication coaches to track a development plan for the agentsEnsure adherence by communication coaches to departmental productivity requirements (e.g. number of calls monitored per week on schedule, calibration time, etc.)Participate in calibration sessions with Quality/CCT Training Delivery, Convergys personnel and clients and suggest continuing education for agents with opportunities for language improvementLead communication coaches in Internal Communication acceptability audits and recommendchangesSupervise the deployment of Knowlagent in the agents workstations and gauge its effectiveness inthe agents certification processImplement continuing education strategies (holidays and events; grammar heard on the floor; mispronunciations; colloquialisms) through the communication coaches, in conjunction with TQID and HR effortsCoach agents who have opted to take levels 3-4 of the certification processCandidate ProfileExperience delivering culture trainingStrong communication skills, both written and verbal (C1 french)Proficient in Microsoft OfficeAbility to lead team in multi-tasking, prioritization, and meeting timelines on deliverablesAbility to mentor, coach and provide direction to a team of employeesSelf-starter, sense of urgency, and works well under pressureAbility to foster a sense of professionalism and relationship building for self and teamCareer Framework RoleReceives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.#CNXNA
Keyskills :
culture trainer FR
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