Concentrix
Location
Pune | India
Job description
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
Job tags
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