Communication Coach

Why this job matters

The role holder will be responsible for evaluating agents in a calling/chat profile to ensure adherence to communication and language acceptability standards. This individual is also responsible for providing coaching/feedback to advisors in order to develop their communication and customer handling skills.

Learning and Development means delivering a measurable impact on people making the best possible version of themselves and as a consequence accelerate productivity in the business and performance of the populational at a functional level.  

What you’ll be doing

• Sample and evaluate communication quality
• Participate in calibration sessions with Business Heads, Managers, Trainers and other communication coaches
• Achieve departmental productivity requirements (e.g. number of calls monitored per week on schedule, etc.)
• Provide feedback through call monitoring system and in-person to assist Managers in development of front-line employees
• Prepare weekly and monthly reports for the Line of business aligned to
• Participate and lead any floor activities planned
• To attend TTT in order to build a robust level of knowledge
• To spend 5 hours per month on calls/chats/other, in order to maintain excellent working knowledge of processes and products
• To be ready and willing to increase skills and knowledge through exposure to new or other processes or procedures, for any LOB or operational team
• To be enthusiastic, positive and energetic at all times and act as an ambassador for training and learning in GBS, ensuring that training activity is a positive, effective and beneficial experience for individual and the organisation
• To respond positively to feedback and coaching in order to develop and enhance own skills and abilities
• To be flexible and accommodating in approach, in support of business requirements
• Customer Centricity Champion for Advisors
• Driving BT Comms, Culture & Behaviour of advisors 

Skills required for the job

• Excellent communication skills, both verbal & written
• Ability to communicate confidently to large groups of people in a training environment
• Good influence and conflict management skills, and has a very positive approach
• Understanding of BT One Voice- BT Behaviour
• Resource with an ability to monitor and coach agents on Language Skills which include sentence construction, grammar, rate of speech, clarity of speech, pronunciation of process specific words, or soft skills like Chat/Call Control etc.  
• Ability to give constructive and direct feedback to agents concerning communication and soft skills 
• Ability to identify basic language issues and introduce effective means to improve  
• Understands principles of building rapport with the consumer by using transition statements, verbal nods, small talk, tone, courtesy and empathy 
• Work with internal partners to identify agents with language opportunity  
• Formal, specialized, job-related training with 1-3 years related work experience
• Proficiency with various software applications such as Microsoft Office 365, MS Teams, MS Power Point & MS Excel
• Process Improvement knowledge/analytical skills preferred
• Ability to use quality system tools (charts, graphs, etc.)  
• Team-oriented  
• Self-motivated  
• Performance-oriented  
• Ability to build productive working relationships

Experience you would be expected to have

•    Formal, specialized, job-related training with 1-3 years related work experience
•    Proficiency with various software applications such as Microsoft Office 365, MS Teams, MS Power Point & MS Excel
•    Process Improvement knowledge/analytical skills preferred
•    Ability to use quality system tools (charts, graphs, etc.)  
•    Team-oriented  
•    Self-motivated  
•    Performance-oriented  
•    Ability to build productive working relationships

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.