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Communication Coach
hace 2 semanas
**Communications Coach**:
**Purpose of the Role**:
The Communications Coach will be responsible for supporting Client Service Analysts (CSAs) in optimizing the customer experience by delivering clear, customer-focused and data-driven insights and recommendations. This role requires a blend of technical, analytical, and communication skills to empower (CSAs), ensuring they can effectively convey complex data and provide impactful, actionable recommendations. The coach will take a proactive approach, continuously identifying opportunities to enhance both individual and team communication performance, with the ultimate goal of elevating customer satisfaction and improving overall client outcomes.
**Required qualifications**:
- 2-3 years of experience in customer experience, customer success, client advocacy, coaching, training, or consulting.
- C1 or above English level
- A bachelor's degree in communications, Data Science, Education, or a related discipline
- Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, SharePoint, etc.)
Desired qualifications:
Familiarity with data visualization tools (e.g., Tableau, Power BI)
Experience in communication coaching, training, or consulting, particularly with a focus on data-heavy content
**These are the skills required for the job**:
- Technical Knowledge (video conferencing, presentation tools)
- Data Analysis & Storytelling Skills
- Communication Skills
- Attention to Detail
- Customer Centricity
- Client Relationship Management
- Documentation & Reporting
- Time Management
- Interpersonal Skills
- Adaptability & Flexibility
- Empathy & Constructive Feedback
- Ethical Judgment
- Leadership & Training
**Main Functions and Responsibilities**:
- Assess communication needs for CSAs
- Conduct 1-on-1 and group coaching sessions to support the needs of the Operation
- Create reporting that tracks communication progress and success across teams
- Identify strengths and opportunities for improvement in client-facing communication
- Prepare and deliver presentations on communication techniques and best practices, using strategies to boost using accessibility and engagement
- Present communication findings and recommendations to team managers/operations managers
- Conduct calibrations and feedback sessions for internal team members to ensure consistency
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