(Voice Coach)1 year as a Customer Service/ Sales Coach in a reputed BPO / Salary 4Lpa (Delhi-NCR)

Job Description

Customer Service Coach/ Sales Coach (Voice Coach)
Shift : 5 Days working/ Rotational Shift Job
Location : Gurgaon
Salary :4 LPA

ESSENTIAL DUTIES AND RESPONSIBILITIES:
* Conducts quality review of telephone representatives’ performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
* Audits representatives’ inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures.
*Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
* Coordinates with department Team Leaders and Managers to ensure appropriate number of audits is performed for each phone representative and to ensure representatives’ availability during audit periods.
Provides feedback on uniform application of guidelines and procedures.
* Provides critical data to generate weekly or monthly reports on the performance of phone or email representatives.
*Identifies adverse performance trends and patterns
.* Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
*Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit’s policies and procedures.
*Mentors newly hired representatives to ensure a smooth transition

Requirements

EXPERIENCE / REQUIREMENTS
Minimum Experience of 1 year as a Customer Service/ Sales Coach in a reputed BPO
* Excellent written and verbal communication skills
* Self- motivation, as well as the ability to work in a team environment
* Experience monitoring IB/OB calls and providing feedback
* Proven success in call center coaching/mentoring
* Ability to proficiently use all MS Office products
* Training development experience is a plus

Company Description

western Euro Services
Recruitment consultancy
New Delhi