Please find below the Job description . If interested please forward your updated resume.

Title: Customer Experience Coach / Voice Coach

Work Exp - 3 - 5 Years

Location: Gurugram

Shift Timings - 6:30pm to 4:30am (IST)

JOB DESCRIPTION

We are searching for a top-notch Customer Experience Coach to build and improvise the Technical Support & Customer Success teams to deliver a better quality service in a fast paced organization. We take customer happiness very seriously and its core to our DNA. You must be flexible, able to work in a startup environment and be hands-on. You must truly enjoy a startup environment where we move fast, adjust the organization as needed, and be adaptable to change.

Skill Set Requirement:

- Proven experience of coaching and monitoring voice support operations (International calling).

- You will work autonomously taking full control and responsibility for hitting objectives related to

- identification for continuous quality delivery & improvement.

- Conflict resolution skills

- Analytical bend of mind

- Receptiveness to change

Leadership Qualities :

- Customer Service Attitude

- Presentation, Feedback & Coaching skills

- Basic Excel / Reporting skills / knowledge on MS Office

- Technical knowledge of English communication - intonation, syllable, punctuation etc.

Roles and Responsibilities :

- Delivers Voice & Accent Training (Basic & Advanced as and when needed)

- Monitor calls on Communication, Soft Skills, Process & Compliance Parameters

- Provide Coaching & Feedback to enhance agent performance

- Analyze Audit data, Compliance, Communication & Process related data. Prepare & Implement action plans

- Analyze the Coaching / Training needs of the agents & support them in delivery

- Participate in calibrations to ensure consistent scoring & feedback delivery approach

- Conduct Compliance & Communication sessions for new hires

- Develop Action plans and report out the improvement process in business reviews

- Plan & run campaigns to drive Awareness/Improvements on Compliance & Communication

For any query please feel free to call :

Shalini Mehndiratta
Associate Recruiter
AJ CONSULTING
T: 8851978578

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