Job Description

CountryIndiaWorking ScheduleFull-TimeWork ArrangementHybridRelocation Assistance AvailableNoPosted Date05-Aug-2024Job ID3843Description and RequirementsJob Responsibilities\xc2\xb7 Conduct regular one-on-one coaching sessions to provide feedback and guidance\xc2\xb7 Monitor and evaluate calls to identify areas for improvement and reinforce positive behaviors\xc2\xb7 Develop and implement metrics to assess the impact of voice coaching on call quality and customer satisfaction\xc2\xb7 Track progress and provide reports on individual and team performance improvement\xc2\xb7 Create customized coaching plans for individuals based on performance assessment\xc2\xb7 Design and deliver training programs focused on voice modulation, diction and effective communication strategies\xc2\xb7 Work closely with operations team to understand specific needs and tailor coaching accordingly\xc2\xb7 Gauge effectiveness through planned review meetings with operations team\xc2\xb7 Partner with quality assurance and operations to align coaching efforts with overall organizational goalsExperience : 4 - 5 YearsTechnical Skills

• Must have experience in Voice Coaching & training

• Ability to analyze call data and identify patterns for improvement

• Good PC skills & proficiency in working with Excel, Word & PowerPoint

• Ability to multi-task and prioritize in a fast paced environment

• Numerically inclined with an analytical mind, strong people management skills

• Understanding of Insurance industry - BPO operations is preferred

• Strong organizational skills & ability to work as part of a team to achieve goals

MetLife