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Communications Coach - Multilingual
CONCENTRIX SERVICES SLOVAKIA s. r. o.
Place of work
Bratislava
Bratislava
Contract type
full-time
full-time
Wage (gross)
from 1250 € brutto / month - final salary depends on the skills and experience of candidates
from 1250 € brutto / month - final salary depends on the skills and experience of candidates
Information about the position
Job description, responsibilities and duties
The Communication Coach is responsible for evaluating agents to ensure adherence to communication and language acceptability standards. This individual is also responsible for providing coaching/feedback to agents in order to develop their communication skills.
Essential Functions/Core Responsibilities
• Sample and evaluate language quality and communication skills using the standardized communication monitoring form
• Provide feedback to agents through call monitoring system and in-person to assist Team Leaders in development of front-line employees
• Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for agents undergoing transition
• Ensure that agents adhere to the certification process and guide them through the required levels
• Participate in calibration sessions with Quality and Communication & Culture Training (CCT) leadership staff, Convergys personnel and clients
• Attend meetings with training and coaching leadership team to provide input to curriculum revision
• Capture common errors among agents and recommend huddle sessions for those with language opportunities
• Achieve departmental productivity requirements (e.g. number of calls monitored per week on schedule, calibration time, etc.)
Career Framework Role
Performs routine assignments in the entry level of the Professional Career Band. Uses existing procedures to solve routine or standard problems. Typically requires a college or university degree or the equivalent work experience that provides knowledge and exposure to fundamental theories, principles and concepts. Develops competence by performing structured work assignments. Receives instruction, guidance and direction from others.
Essential Functions/Core Responsibilities
• Sample and evaluate language quality and communication skills using the standardized communication monitoring form
• Provide feedback to agents through call monitoring system and in-person to assist Team Leaders in development of front-line employees
• Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for agents undergoing transition
• Ensure that agents adhere to the certification process and guide them through the required levels
• Participate in calibration sessions with Quality and Communication & Culture Training (CCT) leadership staff, Convergys personnel and clients
• Attend meetings with training and coaching leadership team to provide input to curriculum revision
• Capture common errors among agents and recommend huddle sessions for those with language opportunities
• Achieve departmental productivity requirements (e.g. number of calls monitored per week on schedule, calibration time, etc.)
Career Framework Role
Performs routine assignments in the entry level of the Professional Career Band. Uses existing procedures to solve routine or standard problems. Typically requires a college or university degree or the equivalent work experience that provides knowledge and exposure to fundamental theories, principles and concepts. Develops competence by performing structured work assignments. Receives instruction, guidance and direction from others.
Employee perks, benefits
• Full support for new team members
• A bright, modern and exciting place to work, with excellent staff facilities. Fancy coming to work on a bicycle? No problem! We have a shower facility and bike stands in the building
• Meal allowance beyond statutory requirement
• Three additional holiday days
• Three additional sick days
• 100% reimbursed work incapacity
• Life and non-life insurance, third-pillar contributions
• Discounted premium health care - which we pay in full after one year
• MultiSport Card - access to sports facilities in 360 towns in Slovakia and the Czech Republic
• Attractive bonus for recommending new colleagues
• Pleasant working environment with quality relaxation facilities (kitchen with seating, chill-out zone, Xbox, table football, massage chair, book selection, etc.)
• International team with extensive opportunities to use foreign languages
• Team activities - Christmas party, bowling, beach volleyball, secret Santa, health days (healthy breakfast, presentations about healthy living, massages, yoga, etc.), casual Friday, etc.
• Opportunities for career growth
• A bright, modern and exciting place to work, with excellent staff facilities. Fancy coming to work on a bicycle? No problem! We have a shower facility and bike stands in the building
• Meal allowance beyond statutory requirement
• Three additional holiday days
• Three additional sick days
• 100% reimbursed work incapacity
• Life and non-life insurance, third-pillar contributions
• Discounted premium health care - which we pay in full after one year
• MultiSport Card - access to sports facilities in 360 towns in Slovakia and the Czech Republic
• Attractive bonus for recommending new colleagues
• Pleasant working environment with quality relaxation facilities (kitchen with seating, chill-out zone, Xbox, table football, massage chair, book selection, etc.)
• International team with extensive opportunities to use foreign languages
• Team activities - Christmas party, bowling, beach volleyball, secret Santa, health days (healthy breakfast, presentations about healthy living, massages, yoga, etc.), casual Friday, etc.
• Opportunities for career growth
Requirements for the employee
Candidates with education suit the position
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
University education (Master's degree)
Postgraduate (Doctorate)
Language skills
English - Advanced (C1) and Slovak - Advanced (C1) and Czech - Advanced (C1)
Personality requirements and skills
• Significant language training/coaching experience
• Strong communication skills, both written and verbal (fluent in Slovakian and Czech language in addition to English) Hungarian a plus
• Proficient in Microsoft Office
• Ability to multi-task, prioritize, and meet timelines on deliverables
• Self-starter, sense of urgency, and works well under pressure
• Strong attention to detail
• Sense of professionalism and ability to develop good relationships
• Strong communication skills, both written and verbal (fluent in Slovakian and Czech language in addition to English) Hungarian a plus
• Proficient in Microsoft Office
• Ability to multi-task, prioritize, and meet timelines on deliverables
• Self-starter, sense of urgency, and works well under pressure
• Strong attention to detail
• Sense of professionalism and ability to develop good relationships
Advertiser
Brief description of the company
Who are we?
With 280,000 colleagues all over the world, we specialize in creating exceptional customer experiences and driving digital transformation for some of the world’s biggest and best companies.
We’re fanatical about our diverse and passionate people all across the world. We embrace all our different cultures, individualities, and personalities because we recognize that all our differences make us stronger together. Concentrix is an equal opportunity employer, and we process applicants without regard to disability, race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression or any other characteristic.
We show our colleagues how important they are by showering them with perks, like a culture of belonging; clear paths for career development; professional support, coaching and mentorship programs; performance-based pay; a global network of lifelong friends and peers; and more! (Like, lots more.)
With 280,000 colleagues all over the world, we specialize in creating exceptional customer experiences and driving digital transformation for some of the world’s biggest and best companies.
We’re fanatical about our diverse and passionate people all across the world. We embrace all our different cultures, individualities, and personalities because we recognize that all our differences make us stronger together. Concentrix is an equal opportunity employer, and we process applicants without regard to disability, race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression or any other characteristic.
We show our colleagues how important they are by showering them with perks, like a culture of belonging; clear paths for career development; professional support, coaching and mentorship programs; performance-based pay; a global network of lifelong friends and peers; and more! (Like, lots more.)
Number of employees
150-199 employees
ID: 3778656
Dátum zverejnenia: 3.10.2019
2019-10-03
lokalita: Bratislava Pozícia: Coach, Education Specialist, Educator/Instructor/Carer, Lector Spoločnosť: CONCENTRIX SERVICES SLOVAKIA s. r. o.
Základná zložka mzdy (brutto) a ďalšie odmeny: from 1250 € brutto / month - final salary depends on the skills and experience of candidates