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Communication Coach - Learning & Development

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  • ID: 17041
  • Posted: 7/26/2020
  • Location: Bangalore, KA
  • Category: TOD
  • Job Type: Permanent

Description

Role responsibilities:
Training & Development
  • Work on Soft Skills training related aspects – Need identification, solutioning and
    facilitate Soft Skills , Communication trainings
  • Design and Implement quarterly / annual – soft skills , training calendar
  • Review the existing content at defined intervals and come up with proposed changes
  • Work on Soft Skills assessments and ability to make changes and align to program
    metrics
 
Communication Audits, Floor Coaching & Feedback
  • Train project teams on Grammar, Pronunciation ,Culture , Customer Service and other
    aspects of Soft Skills and Communication skills
  • Audit calls/ emails/ chats of associates on floor and follow-up it up with implementable
    feedback on a regular basis
  • Conduct focused, audit outcome based 1 X 1 feedback and coaching sessions
  • Draw up individual & Program level coaching plan based on audit findings
  • Maintain individual scorecards for the team
  • Be a part of calibration sessions with the team and ops and get calibrated on soft skills,
    communication standards / framework
 
Soft Skills Interviews / screening
  • Evaluate candidates on a set of pre-defined soft/communication skills parameters
  • Publish screening tracker with assessment scores on a periodic basis / in-line with hiring event schedules
 
Data management and Reports
  • Publish Coaching score cards to businesses every month
  • Maintain data integrity at all times and ensure accuracy of data
  • New Joiner related data and weekly, monthly, quarterly and annual data to be maintained accurately and reports to be published as per business need.
 
Job Requirements

 
Educational Qualification & years of experience
  • Any Degree / Post Graduation (regular). MBA (HR) preferable
  • 3-5 years of relevant experience
 
Key Competencies required:
  • Communication: Delivers information effectively in a variety of formats including email, analytical reports and decision-making documents. Understand the views of others. Can communicate assertively and give bad news as well. Ability to communicate with external vendors and get work done. Very good inter and intra personal skills.
  • Planning & Organizing: Establishes priorities that address the details and timelines needed to achieve the intended results; Is flexible and utilizes resources. Able to identify critical path and plan for meeting the same.
  • Customer & Business orientation: Understands customer needs and displays commitment towards meeting them. Demonstrates customer focus by seeking out, understanding, and responding to the needs of both internal and external customers. Has sound understanding of the customer's business and can communicate suggestions to the customer. Understands business impact of process to customer. Responds to customers' needs, questions and concerns in an accurate, effective, and timely manner. Effectively and professionally works with upset customers, solving their problems.
  • Result orientation & accountability: Works as per project plans to ensure the timely delivery of outcome; Shows persistence in overcoming obstacles; Sets daily, weekly, monthly, quarterly and annual goals, creating specific plans to meet them; Evaluates positive and negative alternatives within time and resource constraints.
  • Subject Matter Expertise: Excellent communication skills. Expertise in English language, V&A & Grammar, Co-ordination skills
  • Team Work : Ability to work as a team and demonstrate good team player skills. Should be ready to stand-in for other team members in case of a need.
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