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 #LI-LG6 #LI-Hybrid