Communications Coach | Bulacan

Full-time Marketing & Media

Job Overview

TaskUs seeks a Communications Coach Leader to design, implement, and lead a comprehensive communication coaching framework for our customer-facing teams.

Responsibilities

• Audit & Strategy: Evaluate current customer interactions (chat and voice) through SBS and call listening to identify communication gaps and establish a Chime-specific Communication Playbook.
• Targeted Coaching Framework: Implement 1-on-1 coaching sessions, group workshops, and real‑time shadow sessions focusing on empathy, clarity, and precision.
• De‑escalation Mastery: Equip agents with psychological and linguistic tools to handle frustrated members regarding sensitive financial issues (e.g., MyPay, Direct Deposit, transaction disputes and filing of disputes).
• Calibration with QA: Partner with the Quality Assurance team to align communication metrics with operational KPIs, ensuring “good communication” is objectively measurable.

...