Responsibilities

• Manage span of team for specific business and help associate achieve their operational KPI's like quality, CSAT/NPS
• Client Management- Attend client calibration and represent core team.
• Ensure overall smooth functioning of the process
• Essure Service Levels are met and exceed (eg., CSAT, NPS, Quality)
• Monitoring and controlling quality and operations.
• Timely SOP and process flow creation/updating, facilitate other ad hoc process documentation and conducting audits.
• Address issues arising out of day-to-day working which may have a bearing on team performance.
• Train a team of associates and impart knowledge that impact soft skills, language or behaviors defined by client.
• Conduct refresher and update training
• Ongoing monitoring of associates performance and tracking deviations.
• Help in achieving continuous improvements by running refreshers that are specifically curated to meet the KPI's
• Regularly assess training needs to fill gaps in performance.
• Conduct periodic meetings & huddles with the team to gauge and improve performance.
• Track and ensure improvement of lower performing associates.
• To mentor team members, to keep the team highly motivated and focused.
• Facilitating internal audits on communications and soft skills.
• Sharing regular update with internal and external stake holders on FG performance.
• Successfully conduct TNI and TNA on a monthly basis and plug back loopholes in training.
• Conduct refresher sessions with NH agents to keep them posted about client SLA's
• Publish dashboard on weekly basis with numbers of monitoring and coaching sessions conducted and RCA.
• Train new hire batches, in the absence of a trainer on communication, soft skills and cultural aspects.

Critical Competencies

• Customer focus
• Planning
• Ownership and Achievement focus
• Teamwork

Skills & Proficiency level

• Excellent English verbal communication skills
• B2 Select 10 and above on CEFR

Education and Experience

• Graduate in any discipline
• 2 – 4 years of relevant experience in the training domain in US/UK market is a MUST.
• Call center agents with excellent communication skills with an aspiration to join training domain can also apply.
• Willing to work in shift (US/UK)