Qualifications
- Applicants must be U.S. citizens who were born and raised in the United States.
- Effective communication English skills.
- Alien Employment Permit (AEP)
- Alien Certificate of Registration Identity Card (ACR I-Card).(It would be desirable if available)
Primary Tasks
- Assist the C3 Coach in Coaching and Auditing Calls
- Observe and evaluate live or recorded employee calls for quality and effectiveness.
- Provide constructive feedback on call handling, communication skills, and adherence to guidelines.
- Collaborate with the C3 coach to develop action plans for employee improvement.
- Conduct Interventions to Improve Communication
- Identify employees needing support in communication skills.
- Organize one-on-one or group interventions to address language barriers, tone, and clarity.
- Provide tips and techniques to enhance verbal and non-verbal communication in a professional context.
- Attend Calibrations with the Training Team
- Participate in calibration sessions to align on quality standards and scoring consistency.
- Analyze call data and performance metrics to identify trends and areas for improvement.
- Share insights and recommendations based on observed patterns during the calibration process.
- Conduct Training Sessions on Cultural Awareness
- Assist the team in designing and delivering training sessions to enhance employees understanding of U.S. culture and pop culture.
- Create engaging activities or role-plays that simulate real-life scenarios related to cultural differences.
- Provide insights into cultural nuances, idiomatic expressions, and appropriate communication styles for U.S. customers.
Secondary or Supportive Tasks
- Collaborate with the training team to update and refine training materials.
- Monitor and report the effectiveness of coaching, interventions, and cultural training programs.
- Act as a cultural liaison to bridge communication gaps between employees and U.S.-based customers.
- Support onboarding processes by introducing new employees to cultural expectations and communication standards.
- Provide ongoing mentorship to employees struggling with cultural adaptation or communication challenges.
Offer
- Long-term/full-time position
- Competitive pay is P60,000
- This position offers a flexible schedule