Communication Coach, Corporate Training Job in Bangalore at Onity Group Inc.

Onity is hiring for the role of Communication Coach, Corporate Training!

Responsibilities of the Candidate:

• Remote monitoring and side by side/live call monitoring of calls & providing detailed feedback to the advisor
• Responsible to coach the agents and to develop their communication styles & customer service skills (this could include sentence construction, grammar, rate of speech, clarity of speech, pronunciation of process specific words, or soft skills like call control etc.)
• Work closely with the BU to improve the performance of the bottom quartile in terms of NPS scores
• Motivating the advisors to improve their service and voice quality and reiterating importance of NPS
• Design and run campaigns to improve the overall NPS for the process
• Proficient in identifying gaps in the skills set of the advisors and conduct refresher /remedial trainings on the top defect areas
• Arranging initiatives and/or campaigns with focus on voice and customer service quality
  Maintaining & Preparing Daily trackers, reports and Weekly/monthly dashboard for reviews
• Participate in Calibrations and achieve the variance targets laid down by the departments
• Conducting Refresher training sessions for the advisors as per standard monthly targets

Requirements:

• Graduation is mandatory
• Relevant 2-5 years of auditing & coaching experience in a Contact Center environment
• Good in Excel and strong written and Verbal Communication and Presentation skills
• Proficient in designing training modules and delivering refresher/remediation trainings
• Strong knowledge on Communication Skills & experience in training people on pronunciation, Sound Corruption, MTI, Customer Service, Grammar etc.
• Tactful in handling difficult situations and ability to multitask
• Ability to work under pressure and meet stringent call monitoring targets/willingness to work 24/7 - needs to be comfortable with working in night shifts