1. Posted on: April 27, 2009 Closed on: May 1, 2009, 5pm Reports to: Training Manager Employment Status: Exempt Job Grade: B1 Submit application to: Alabang – Amie Matibag Ortigas – Mona Domingo Makati – Jon Velez Commonwealth – Cherry Panado Cebu – Dre Momongan Bacolod – Lizbeth Reyes Dimension & Scope: The Supervisor; Communication Coach is responsible for a team of communication coaches; supervising them in their evaluation of contacts to ensure adherence to communication and language acceptability standards. This individual is responsible for providing feedback to Communication Culture & Training (CCT) team and to Operations in order to level expectations in the development of agents’ communication skills. Principal Duties and Responsibilities: Monitor and coach the communication coaches in sampling and evaluating language quality. Ensure that the communication coaches are calibrated in their assessment of agents’ performance via the communication monitoring form to ensure consistency. Supervise the transition process, gathering feedback from the communication coaches to track a development plan for the agents. Ensure adherence by communication coaches to departmental productivity requirements (e.g. number of calls monitored per week on schedule, calibration time, etc.). Participate in calibration sessions with Quality/CCT Training Delivery, Convergys personnel and clients and suggest continuing education for agents with opportunities for language improvement. Lead communication coaches in Internal Communication acceptability audits and recommend changes. Supervise the deployment of Knowlagent in the agents’ workstations and gauge its effectiveness in the agents’ certification process. Implement continuing education strategies (holidays and events; grammar heard on the floor; mispronunciations; colloquialisms) through the communication coaches, in conjunction with TQID and HR efforts. Coach agents who have opted to take levels 3-4 of the certification process. Prepare monthly reports showing trends in communication skills of agents and track their progress in relation to Operations and TQID Metrics. Able to perform all Communication functions as required. Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements. Procedure: 1.All interested employees must discuss their intent to apply with their supervisor. All forms should be signed by the immediate supervisor and/or Program Head prior to submission. 2. Fill out the Building from Within Application Form (do not leave any fields blank), attach an updated resume. (Please include all contact information, a valid email address and the current shift schedule including rest days. Communication will either be by phone or email) and the needed scorecards from the last three months. Each scorecard should have a score of at least 3.0 3.Incomplete applications will not be processed. Applications submitted after the deadline will be considered invalid. 4.For re-applications, there is a 3-month waiting time. 5.Submit application to the POC of your site. Please read the IJP Application Procedures carefully before sending your application to avoid disqualification. Communication Coach Supervisor(1 ) UP Ayala Technohub