Communications Skills Coach

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Essential Duties & Responsibilities

• Deliver training on spoken English, conversational fluency, and soft skills tailored to customer support environments
• Coach agents on U.S. cultural awareness, including:
• Customer expectations and communication styles
• Regional nuances and tone preferences · Awareness of U.S. holidays and seasonal events (e.g., Thanksgiving, Black Friday, etc.)
• Common lifestyle habits, weather-related conversations, and small talk
• Train in customer profiling techniques to adapt communication style based on customer type and situation
• Improve agent capability in using idioms, phrasal verbs, and natural expressions commonly used by U.S. customers
• Conduct accent neutralization and voice & accent (V&A) training where required
• Run onboarding, refresher, and continuous learning sessions for agents across business lines
• Partner with QA and Operations to identify communication gaps impacting CSAT, NPS, and FCR
• Analyze call audits and provide targeted coaching to improve Transactional QA scores
• Support bottom quartile (Q4) agent improvement programs with customized training plans
• Deliver mock calls, role plays, and scenario-based training for real-world customer interactions
• Track training effectiveness and provide reports on behavioral and performance improvements
• Experience working with diverse teams in a fast-paced environment

Education & Experience

• Bachelor’s degree in communications, English, Training & Development, or related field
• 2–5 years of experience as a communication/soft skills trainer in a BPO/contact center (US process preferred)
• Excellent command of spoken and written English (neutral or Americanized accent preferred)
• Strong understanding of U.S. culture, customer behavior, and communication expectations
• Expertise in voice & accent training, grammar, and pronunciation coaching · Familiarity with customer experience metrics (CSAT, NPS, FCR, QA) · Strong facilitation, presentation, and coaching skills ·
• Ability to provide constructive feedback and drive behavioral changes
• Fast-paced contact center/BPO environment supporting U.S. customers
• Collaboration with Operations, QA, Training, and Leadership teams
• Flexible shifts aligned with U.S. time zones

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!