Trainer (Language and Communications)

Position Summary

The Language Coach will be a resource assigned to assist and support the Training Team in various initiatives specific to Communication Skills improvement. This resource will be tasked to assess calls, identify language gaps and develop coaching pathways for agents who have valid and evident challenges in communication.

He or she may likewise be tapped to facilitate small group sessions as needed.

Essential Functions

& Responsibilities:

• Provide post-training support, follow-up and coaching to frontline employees and team members.
• Work closely with the Product Training, Quality and Operations teams to assess coaching requirements.
• Conduct needs analysis to understand language gaps and to isolate the root cause of the opportunity.
• Develop individualized coaching pathways to address the identified challenges.
• Promote a dynamic and engaging learning environment through adult learning-centric coaching sessions.
• Consistently monitor agent performance through conducting call assessments and evaluations.
• Report agent progress during team meetings and business reviews. NOTE: Must be flexible to work for all applicable shifts assigned to provide ample coverage for all coaching delivery requirements for the hours of operation or account/site. Required Knowledge and Technical Skills:
• 2-3 years of experience in language coaching, training, quality, learning and development, or contact center operations preferred.
• Facilitation experience in communication skills, business English, accent neutralization, soft skills, onboarding, and refresher programs.
• Experience designing and delivering learning solutions for adult learners.
• Bachelor’s degree in Communication, English, Education, Linguistics, Psychology, Business, or related field preferred.
• Strong command of spoken and written English and proficiency in Microsoft Office applications.
• Experience using LMS platforms, virtual training tools, and digital collaboration solutions.
• Requires a high competency level across all domains or equivalent language proficiency standard of the HH Language Assessment. Training and Business Competencies:
• Strong facilitation, presentation, coaching, communication, and classroom management skills.
• Strong understanding of customer service principles and contact center operations.
• Ability to identify communication gaps and implement targeted learning interventions.
• Understanding of quality, compliance, and operational performance standards.
• Ability to translate communication concepts into engaging learner-focused materials. Core Competencies:
• Strong verbal, written, and interpersonal communication skills.
• Effective coaching, mentoring, and performance feedback skills.
• Analytical thinking, sound judgment, and decision-making capability.
• Adaptability, collaboration, and results orientation.
• Ability to manage multiple priorities in a fast-paced environment