Communication Coach

Gurugram, India
- DOP
- 3104882

**_Role Purpose_**
- The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process._

**_Do_**

**Responsibilities:

- **

**Planning**
- Working with Operation Team Managers, Sr. Service Managers, Practice Managers and other Assistant Managers for firming up on Quarterly key expectations on linguistics requirements
- Planning audit/call monitoring approach for the span with segregation for BQ.MQ and TQ
- Post collection of training needs from stake holders consolidating the overall requirements into coverage targets basis business units/ locations/ work streams etc.
- Getting an agreement from the business on the proposed plan & on reporting as well as effectiveness measurement of linguistic support
- Participating in internal and external client calibrations

**Training Delivery & Floor Support**
- Training Delivery on Accent sensitization and neutralization on frequently used accents in the UK(Cockney, Brummie, Geordie, etc)
- Call monitoring and coaching for all colleagues in the span
- Use monthly mapping of monitored data/ colleague scores to create and execute a process specific floor support plan
- Ongoing Learning & Training Needs Identification and Analysis
- Conduct Regular Coaching and Feedback sessions
- Handle day to day batch management
- Measures pre and post-performance improvement of new batches as well as aligned colleagues from the businesses
- Conduct Dsat analysis and RCA for customer surveys that are marked as Dsats
- 60% floor availability required for real time roving support
- Providing support through huddles, refreshers, statements, mailer campaigns and any other TNI/TNA based activitiy

**3.MIS & Data Management**
- Creating & Maintaining participation reports (planned coverage vs no shows)
- Monthly audit analysis and floor trend reporting. BQ performance reporting
- Monthly and quarterly business reviews showcasing performance
- Collation and analysis of Level one feedback from session and handling level 1 escalations from business around quality of programs
- Analysis of the customer verbatim and reporting out a plan of action based on the same.

**Stakeholder Management**
- Ensure that delivery expectations are clarified for any adhoc requests and business is informed of delays in advance
- Keeping business informed about the performance and progress of the batch with regular updates/reports
- Raising red flags in a timely manner to mitigate any delivery risks
- Ensuring MBRs and QBRs happen regularly along with adhoc connects to keep your stakeholders posted about progress or red flags

**Team Responsibilities**
- Openness to share and learn best practices from other HR colleagues
- Focus on delivering as a team while executing individual responsibilities
- Maintain schedule adherence (leave planning, shift timing, mobility across Noida & Gurgaon, batch schedules)
- Openness to share/receive feedback and work on the same
- Take & demonstrate ownership/accountability of assigned tasks

**Additional Info**:

- Aptitude towards Quality Control (maintain Quality metrics as per client standards)
- Facilitation Skills: Should possess excellent facilitation skills.
- Mentor new hires and onboard them
- Coaching and feedback skills: should possess excellent coaching and feedback skills
- Excellent communication skills (both written and verbal)
- Proficiency with MS Office, MS Excel Advanced, MS Word and Power Point
- Has experience in reporting out data or creating dashboards.
- Data analysis and RCA from a Communication support lens

**Education and Experience**
- Total work experience should be 4 years or more (after Graduation in any discipline)
- HWS (Empl Helpdesk))

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.