Communications coach (escreen)Abbott

JOB DESCRIPTION:
Provide feedback to agents through call monitoring system and in-person feedback sessions to assist operations in development of front-line employees specially those who have low quality scores and/or escalations
Facilitate group training for annual training requirements, new product training, Foundations and Communications training, and etc.
Provide timely feedback to department Managers on teammate growth, developmental needs, and participation in training sessions.
Partner with management to identify and develop action plans for communication skills and behavioral improvement.
Constantly look for ways to improve and promote quality of work, agent development, and process flow.
Help to identify, and show enthusiasm for, creating new ways of sustaining coaching and developing initiatives.
Independently research training and development techniques, recommend and implement enhancements to existing and new programs.
Sample and evaluate language quality and communication skills
Participate in calibration sessions with Quality/Communication Leadership staff, eScreen personnel and clients.
Achieve departmental productivity requirements (e.g. number of calls monitored per week on schedule, calibration time, etc.).
Participate in Internal Language acceptability audits and recommend changes.
JOB FAMILY: Sales Support & Administration
DIVISION: CSP ARDx Consumer Services and Products
LOCATION: Philippines
Taguig City : Rizal Drive, Corner 31st Street, Bonifacio One Technology Tower
ADDITIONAL LOCATIONS:
WORK SHIFT: Standard
TRAVEL: Not specified
MEDICAL SURVEILLANCE: No
SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Abbott

Taguig City, Metro Manila
Permanent
Full-time