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)
