---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Communications Analyst WORK SETUP: Return to Office RESPONSIBILITIES: • Responsible for overall development and delivery of various capability development programs in the Operations workforce, primarily focusing on verbal and written communication skills. • Work with the operations, training, and quality teams to identify performance gaps related to communication skills • Analyze performance gaps and provide recommendations to meet target metrics • Responsible for content research, training outline creation, development of training evaluation measures, training materials development, knowledge assessment/ test design • Identify other non-traditional performance improvement initiatives • Deliver capability development programs to employees such as coaching and training • Provide floor support and communication coaching to all employees including support team members • Develop communication assessment tools in line with project’s goals/metrics • Proactively develop activities or modules to supplement existing programs or initiatives • Gather data from operations to measure program effectiveness / Monitor progress of employees by tracking performance indicators • Prepare reports like training effectiveness measures, training completion reports, and data analysis for business reviews • Propose continuous improvements in communication coaching and training processes • Mentor other employees to provide communication coaching support • Attend quality calibration calls and provide recommendations • Provide communication coaching support to other businesses, as needed OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2

SKILLS AND QUALIFICATIONS: • Standard Comms Coach Profile, no domain • At least 2 years’ experience in Service Delivery or Customer Service • Project to upskill resource to comms coaching • Individual Contributor

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