The Communication Coach is responsible for evaluating agents and coaching them on communication and language proficiency to ensure that communication and language used on calls is at acceptable standards.
•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
•Achieve NPS scores for training which are on par with the overall NPS scores for the department
•Help advisors meet the NPS targets (through repeated monitoring and feedback) laid down by their respective departments
•To consistently meet the Audit & Coaching targets laid down by the department
•Participate in Calibrations and achieve the variance targets laid down by the department
•Conducting Refresher training sessions for the advisors as per standard monthly targets
• Willingness to work 24/7 - needs to be comfortable with working in night shifts
• Graduation is mandatory
• Relevant 1.5-5 years of auditing & coaching experience
• Strong written and Verbal Communication and Presentation skills
• Good in Excel and MIS
• 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
Training / Licensing Requirements: (only add if needed)
Work Schedule: (Only add if needed)
5.30PM to 2.30AM IST or 6.30PM to 3.30 AM IST
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.
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