Essential Functions/Core 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
Candidate Profile
Training and communication background
Ability to coach
Strong communication skills, both written and verbal - German C2 - Native,
Proficient in Microsoft Office
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
Ability to mentor, coach and provide direction to a team of employees
Self-starter, sense of urgency, and works well under pressure
Ability to foster a sense of professionalism and relationship building for self and team
Apply for here 
