Voice Coach

Key Responsibilities:

• Monitor calls and emails on communication and soft skills (telephone etiquette) per sampling plan.
• Monitor and coach recruiters on grammar, pronunciation, enunciation, and other aspects of the English alphabet, culture, etc.
• Conduct new-hire trainings on processes, soft skills, MTI reduction, and cultural sensitivity.
• Support training initiatives on the floor: refresher training modules on the process, L&D, etc.
• Intermittently assist in the design and development of training material.
• Provide feedback and input for training content enhancement.
• Develop action plans for the bottom quartile and ensure their steady progress on the learning curve. • Collaborate with multiple teams and processes.

Knowledge, Skills, and Attributes:

• Excellent communication skills.

• Strong understanding of the English alphabet technical and practical applications.

• Well-versed in soft skills.

• Understanding of monitoring and feedback techniques.

• Ability to audit monitored data and identify coaching/training needs.

• Efficient at managing ones own schedule and work.

• Must be self-motivated and able to motivate others.

• Ability to improve communication and soft skills of agents for continuous improvement.

• Display a high level of effort and commitment toward supporting employees.

• Ability to work in night shifts.

Benefits & Perks:

1. Incentives*

2. Monetary Awards*

3. 5-Year Retention Bonus

4. Referral Policy*

5. Internet Reimbursement*

6. Router UPS Reimbursement*

7. Term Life Insurance

8. Accidental Insurance

9. Group Medical Insurance (Family Floater)

10. On-call doctor support

11. COVID Protocols

12. Sodexo Benefit

13. Leave Policy

14. EWAP - Employee Wellbeing and Assistance Program

15. NPS - National Pension Scheme

16. LTA Leave Travel allowance.

17. Leave Encashment

18. Bank Assistance

19. Employee's State Insurance*

20. Gratuity

21. Provident Fund

22. Cab facility

*Admissibility of the benefit may vary commensurate the department, designation, and role.