Monitor, evaluate, coach and provide feedback/analysis on the voice quality and communication/interaction skills of the advisors on the floor.
• Monitor calls on the operations floor and provide coaching and feedback to advisors so as to improve their communications skills
• Conduct voice coaching activities on the operations floor to maximize the effectiveness of CORE Training through call monitoring, coaching and providing feedback.
• Liaise with the Senior Management on the Operations Floor for training sessions.
• Coach and mentor advisors on the floor to achieve CSAT.
• Identify gaps/ areas of improvement with individual agents and coach them to improve their communication skills
• Understand the training requirements for the process and conduct training sessions accordingly
• To be well aware of company’s policies and procedures
• To be able to conduct coaching for both ‘one to one’ and ‘one to many’ sessions
• To have clear understanding of the functioning and hierarchy of each department.
• Ensure adherence to norms specified by COPC certification
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