About the role
This role involves conducting one-on-one and group coaching sessions focused on voice, tone, pronunciation, grammar, and communication etiquette. You will evaluate agent communication skills through call listening, role plays, and assessments, while collaborating with trainers to integrate voice and communication modules into training programs.
Key responsibilities
Conduct one-on-one and group coaching sessions focused on voice, tone, pronunciation, grammar, and communication etiquette
Provide feedback and corrective action plans to agents based on call monitoring and performance assessments
Develop customized coaching modules to address specific communication challenges
Evaluate agent communication skills through call listening, role plays, and assessments
Track progress and document improvements in communication and customer handling
Report coaching outcomes and recommendations to Training Supervisors and Operations Managers
Collaborate with trainers to integrate voice and communication modules into product and sales training programs
Support new hire training by reinforcing communication standards and best practices
Assist in refresher courses and upskilling initiatives for tenured agents
Ensure communication standards align with client expectations and company policies
About you
Bachelor's degree in Communications, English, Education, or related field (preferred)
2–4+ years of experience in voice coaching, communication training, or language instruction within a BPO setting
Strong command of English (grammar, pronunciation, fluency) and excellent listening skills
Experience in sales or customer service is highly desirable
Excellent facilitation, interpersonal, and feedback-giving skills
Qualifications
About you
Bachelor's degree in Communications, English, Education, or related field (preferred)
2–4+ years of experience in voice coaching, communication training, or language instruction within a BPO setting
Strong command of English (grammar, pronunciation, fluency) and excellent listening skills
Experience in sales or customer service is highly desirable
Excellent facilitation, interpersonal, and feedback-giving skills
When people reach for their phones, use laptops, or grab their tablets, Afni's contact center teams are there to provide prompt and friendly help. That's Afni. We're a global team of people who love helping companies develop meaningful and profitable relationships with customers.
In 1936, we got our start in Bloomington, Illinois as a consumer collections agency. Today, we're so much more. Our channel strategies and customer lifecycle solutions give our clients ways to connect with their customers for many reasons, using their customers' channels of choice.
