Manager - Customer Experience - BPO

Customer Experience Coach

Must have - US customer coach Experience

We ares 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.

Requirements

Experience: 3 - 5 years as a Voice Coach

Shift Timings: 7:30pm to 4:30am (IST) 

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

Qualifications:

- Any graduate or MBA