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Communication Coach, Corporate Training posted by Ocwen Financial Corporation

Full-Time Employee
Mumbai

Job Description

Description

POSITION SUMMARY:

• The Communication coach is responsible for evaluating agents to ensure that communication and language used on calls is at acceptable standards

• Communication Coach is also responsible to coach the agents and to develop their communication (in terms of language, sentence construction, grammar, rate of speech, clarity of speech, tone & pronunciation) & customer service skills (like Empathy, Active Listening, Rapport Building & Acknowledgement)
• Communication Coach is required to work closely with the BU to improve the performance of the associates in terms of their NPS Scores and reduce the detractors on the Call Centre Communication parameter

JOB FUNCTIONS AND RESPONSIBILITIES:

• Auditing calls from a Communication stand point
• Conducting Coaching Session for the associates
• Identifying Top Defect Areas and repeat offenders
• Publishing TNA- Training Need Analysis and conduct Monthly Refresher Trainings for the associates
• Prepare action plan on opportunities identified for the Repeat Offenders and the Top Defect Areas
• Developing training content to address Top Defect Areas identified through audits
• Conducting NPS detractor audits
• Participating in the Monthly Call Calibrations
• Suggesting innovative ideas and conducting drives to improve NPS on Call Center Communication for the respective departments
• Maintaining & Preparing Daily trackers, reports and Weekly/monthly dashboard for reviews



Qualifications
EDUCATION / EXPERIENCE

• Graduation with relevant 2-5 years of coaching experience preferably in Mortgage Industry
• Strong Written & Verbal
• Adept in designing presentations
• Good in Excel and MIS
• Proficient in designing and training modules for Refresher trainings
• Ability to coach people on pronunciation, Grammar, Vocabulary, MTI, Customer Service skills
• Tactful in handling difficult situations and people
• Ability to work under pressure and meet daily/monthly call monitoring targets

TRAINING / LICENSING REQUIREMENTS (only add if needed)


WORK SCHEDULE OR TRAVEL REQUIREMENTS (Only add if needed)


• Comfortable to work in Night Shifts


Ocwen is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to Diversity & Inclusion ensures that we are an organization that creates, promotes and sustains an inclusive work environment in which diversity, inclusiveness and respect are integral parts of our culture and work environment. Building the reputation as an outstanding place to work, a great business partner and a valued community member is our everyday endeavor.

Ocwen’s mission is to delight our customers through caring service and innovative lending solutions. We proudly serve over 1.3 million families with their mortgage needs by helping to find real solutions that benefit our customers and help to build stronger communities. Helping Homeowners is What We Do!®

Consider an opportunity to join our global team and put “Caring in Action” while growing your career.

Ocwen is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.




Primary Location: IN-MH-Mumbai
Work Locations:
Mumbai Infinity (INFTY)
2nd Floor, Infinity Towers,
Mind Space Business District,, Malad West
Mumbai, 400064

Job: Human Resources
Organization: India Business Unit
Schedule: Regular
Full-time
Job Posting: Dec 11, 2018, 1:25:28 PM

Reference

108176

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