Communications Coach | Bulacan

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

What does a Communications Coach do? Imagine yourself going to work to provide the best customer experience for your clients through your team. You will design, implement, and lead a comprehensive communication coaching framework for our customer-facing teams. By refining tone, empathy, active listening, and de-escalation tactics, this initiative directly aims to increase account NPS scores and First Contact Resolution (FCR) rates.

As a Communications Coach, you will:

The Communication Coach Leader will not just train; they will build a culture of continuous improvement. Their core responsibilities will include:

• 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.

Do you have what it takes to be a Communications Coach?

Requirements:
● At least two (2) years of relevant Team Leader experience in an outsourcing or similar company, managing a minimum of 10 teammates while working in a customer support role;
● Excellent verbal and written communication skills;

● Process excellence experience in an outsourcing company

● Above-average technical know-how;
● Previous experience working in phone, email, and live chat customer support roles;
● Familiarity with e-Commerce, ZenDesk, or any other CRM tools; and
● Flexibility and willingness to work on different shifts.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.