CX Coach Hiring for Job at Chennai, Navi Mumbai, Kochi Full Time

CX Coach in this role get to:

Keep Management Updated: Read and interpret data points to plot learning interventions, effectively do training need analysis to identify learning opportunity. Relay vital information in the form of timely and accurate reports

Take ownership: Maintain high level of domain expertise, Identifying Communication related defects, Creating Training Need Inputs, Auditing & Coaching Skills ,and be able facilitate learning and improve performance.

Define Sutherlands reputation: Apply industry best practices that are relevant to the business domain and successfully partner’s with front line technicians to provide on the job coaching.

Strengthen Relationships: Build strong stake holder connect through various training initiatives that addresses operational challenges with respect to performance metrics & work with people from diverse culture, hands-on knowledge on emotional intelligence.

Take the Lead: Ensure, the bottom quartile on communication is developed on the skills required and improve their performance.

Growth Mindset: As a growth, learn the skills to train communication and product to new hires and handhold them to the Operation floor.

Be Dynamic: Manage Other duties and adhoc tasks as assigned.

Qualifications – External

Our most successful candidates have:

• Graduation – 10+2 or Any graduation
• Candidates with Communications (Telecom), Media and Entertainment experience in Chat and Voice Domains would be most suited and preferred
• Domain Knowledge – C1 on GLA (Voice and Written assessment), Good knowledge about English as a language and its associated language syntax. Basic knowledge about Windows OS, Malwares, Antivirus s/w, Browsers and email clients
• Excellent creative thinking and problem-solving skills
• Auditing Skills – Through understanding on the program specific quality parameters and how they measured through a transaction monitoring form. Keen observation on transactions to be able identify defects and determine the quality of the transaction
• Coaching Skills – Intermediate Knowledge (External) on skills that are required to equip work force with relevant skills to be able to be effective in their commitment to the organization. Very Strong people mindset with respect to coaching via Skill Transfers, 1×1 Sessions, Refresher Trainings and other industry tactics to improve communication of people impacting Customer Experience and other critical Metrics
• Good working knowledge in MS Office applications especially, MS Excel and MS Powerpoint to represent, read data and to presentation skills via Powerpoint.
• To be able to adjust quickly and smoothly to changing priorities and conditions
• The ability to interpret data, identify trends, and make suggestions for improvements
• Training Need Analysis – Basic understanding (Internal) Intermittent knowledge (External) on interpreting and analyzing data to be able to build a meaningful observations and arrive at training needs that can influence the corresponding metric’s performance positively
• The Ability to engage in extended conversation on most general topics in a clearly participatory fashion, even in a noisy environment.