Communication Coach

Location: Mumbai, India

Position Type: Full-Time

If you would like to apply for this position,
please send your resume to us at jobs@continuum.net

Mandatory Requirements

  • Excellent communication - verbal and written.
  • Ready to work in a 24x7 support environment.
  • Should be a graduate.

Job Description

  • Should be able to work independently with minimal guidance.
  • Manage weekly/monthly audit sample for specified customer transactions.
  • Facilitate Feedback/coaching for Tech/CSR Communication & Customer Service skills improvement.
  • Track and maintain teams communication and soft skills score, CSAT performance & compliance.
  • Impact reduction in service skill defects and customer dis-satisfiers.
  • Initiate root cause analysis and generate reports and intelligence for the business.
  • Undertake communication/service skills improvement initiatives.
  • Ensure good calibration adherence.
  • Ensure individual targets and be a team player.

Desired Skills

  • Need to have basic understanding of Voice & Accent, Communication & Customer Service skills framework.
  • Good knowledge of MS Excel, MS Word and MS PowerPoint.
  • Strong coaching skills to help improve Techs/CSR on Service Skill parameters.
  • Ability to create need based Communications & Service Skills training modules and deliver short training programs.
  • Target oriented.
  • Encourage and motivate the techs/CSR to drive individual performance.
  • Desired but not mandatory – relevant IT process Voice & Accent, Communication and Service Skills experience.
  • Stakeholder collaboration and Influence.
  • Desired but not mandatory – VNA, Communications or Soft Skills certification.

Educational Qualifications

  • Any graduate.

Experience

  • Minimum 2 years work experience in VNA, Communication & Service Skills monitoring, coaching & training.

About Continuum

Continuum provides a leading SaaS-based managed services platform that managed services providers (MSPs) use to efficiently backup, monitor, troubleshoot, and maintain desktops, servers and other endpoints for small-and-medium-sized businesses. The comprehensive platform provides an intelligent remote monitoring and management (RMM) solution and an advanced backup and disaster recovery (BDR) offering - all integrated with an industry-leading network operations center (NOC) and U.S.- based world-class Help Desk, delivering a single, unified managed services experience.

The company currently employs more than 1,000 professionals worldwide, supports over 3,500 MSPs, and monitors more than a half a million endpoints. Continuum has also formed a non-profit foundation, called Continuum Veterans Foundation, which was established to provide financial support to local and national charities that focus on helping our veterans find jobs. The principal owner of Continuum is Summit Partners, a Boston-based growth equity firm that has raised more than $15 billion in assets. We are growing quickly and have offices in Boston MA, Cranberry Township PA, Houston TX, Thames Valley, UK and Mumbai, India.

Equal Opportunity Employer

Continuum Managed Services, LLC is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

To apply for this position, please send your resume to jobs@continuum.net.