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

Reporting to a Talent Transformation Lead, the candidate will be accountable for the implementation of training strategies, plans, and processes to meet business objectives and provide floor support from a Communication/SoftSkill/Customer Interaction lens

Responsibilities:-

• 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 on Accent sensitization and neutralization on frequently used accents in the UK(Cockney, Brummie, Geordie, etc)
• Display and apply working knowledge of British sensibilities in communication styles and language.(US vs UK vocabulary, Common Phrases, etc)
• Apply and drive knowledge of various aspects of UK culture in training curriculum as well as while designing floor support interventions.
• Call monitoring and coaching for all colleagues in the span
• Understand business requirements on voice, email and web chat requirements & lead/contribute to module creation and customization.
• 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

• 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.

• 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

• 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

• 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

• Total work experience should be 4 years or more (after Graduation in any discipline)