Job Description

City/CitiesNoidaCountryIndiaWorking ScheduleFull-TimeWork ArrangementHybridRelocation Assistance AvailableNoPosted Date31-Mar-2025Job ID7713Description and RequirementsJob Responsibilitiesxc2xb7 Conduct regular one-on-one coaching sessions to provide feedback and guidancexc2xb7 Monitor and evaluate calls to identify areas for improvement and reinforce positive behaviorsxc2xb7 Develop and implement metrics to assess the impact of voice coaching on call quality and customer satisfactionxc2xb7 Track progress and provide reports on individual and team performance improvementxc2xb7 Create customized coaching plans for individuals based on performance assessmentxc2xb7 Design and deliver training programs focused on voice modulation, diction and effective communication strategiesxc2xb7 Work closely with operations team to understand specific needs and tailor coaching accordinglyxc2xb7 Gauge effectiveness through planned review meetings with operations teamxc2xb7 Partner with quality assurance and operations to align coaching efforts with overall organizational goalsExperience : 6 - 7 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

ExternalJob Responsibilitiesxc2xb7 Conduct regular one-on-one coaching sessions to provide feedback and guidancexc2xb7 Monitor and evaluate calls to identify areas for improvement and reinforce positive behaviorsxc2xb7 Develop and implement metrics to assess the impact of voice coaching on call quality and customer satisfactionxc2xb7 Track progress and provide reports on individual and team performance improvementxc2xb7 Create customized coaching plans for individuals based on performance assessmentxc2xb7 Design and deliver training programs focused on voice modulation, diction and effective communication strategiesxc2xb7 Work closely with operations team to understand specific needs and tailor coaching accordinglyxc2xb7 Gauge effectiveness through planned review meetings with operations teamxc2xb7 Partner with quality assurance and operations to align coaching efforts with overall organizational goalsExperience : 6 - 7 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

About MetLifeRecognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" and Fortune World's 25 Best Workplacesxe2x84xa2 for 2024, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's . Join us!

MetLife