Location : Pune
Our client is a leading global technology and services company with market cap of $4.26 billion.
It has over 270,000 employees spread over offices in 6 Continents & over 70 countries
Job Description
Role and Key Responsibilities:
· Monitor calls w.r.t. Communication and Soft Skills.
· Sample and evaluate language quality and communication skills. Provide feedback to advocates through call monitoring system and in-person to assist Team Leaders in development of front-line employees.
· Prepare and develop individual coaching plans, providing resources and assistance.
· Deliver, project and motivate advocates through effective coaching/training methodologies both in group and individual classroom dynamics.
· Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for advocates undergoing transition.
· Create clusters/quartiles based on the performance and improve bottom quartile movement.
· Participate in calibration sessions with Quality, Operations and Clients.
· Proactively implement best practices and add value across the process.
· Attend the TTT for client requirements
· Consistent alignment with operations by auditing calls, understanding needs, conducting refresher training.
· Provide Feedback to the New Hires on Soft Skills and basic grammar
· Participate in calibration of Trainers, QAs and Voice Coaches within the team
· Design & develop training processes (need identification to feedback and follow through) in consultation with the training teams
· Track and report improvement
· Sharing Q-Tips around soft skills and WOW customer service statements
Key skills & knowledge:
· Excellent communication skills (English).
· Ability to monitor and coach advisors on Language Skills which include sentence construction, grammar, rate of speech. clarity of speech, pronunciation of process specific words or soft skills
· Ability to give constructive, direct feedback to advisors concerning communication
· Ability to identify basic language issues and introduce effective means for improvement
· Good people management and Interpersonal Skills.
· Good knowledge of computers and MS Office (Excel, Power point).
· Good facilitation and presentation skills
· Analytical / Quantitative skills
· Planning and Decision making
· Ability to multi-task, prioritize and meet timelines
· Strong organizational and Presentation skills
· Ability to work under pressure and drive initiatives to closure
· Ability to deal with all levels of employees with different accents and dialects
Educational Qualification : Graduate -Any Specification
