Roles & responsibilities

• Monitor calls and emails on communication and soft skills per sampling plans.
• Monitor and coach agents on grammar, pronunciation, syllable stress and other aspects of the English language, culture, etc.
• Provide consistent coaching and feedback to enhance employee performance.
• Support floor training initiatives.
• Intermittently assist in design and development of training material.
• Provide feedback and input for training content enhancement and development.
• Develop action plans for the bottom quartile and ensure they move up the learning curve.
• Must work with multiple teams and processes.

Must have

• Excellent communication skills.
• CELTA / TESOL certification is an added advantage.
• Strong understanding of the English language technical and practical applications.
• Well versed with soft skills.
• Understanding of monitoring and feedback techniques.
• Ability to audit monitored data and identify coaching/training needs.
• Efficient at managing one’s own schedule and work.
• Must be self motivated and able to motivate others.
• Ability to improve the communication and soft skills of the agents for sustained continuous improvement.
• Display a high-level of effort and commitment towards supporting employees.
• To be able to work in night-shift.

Workspace requirements

• Private workroom with the ambience to handle calls.
• Ready for a video call at all times. Video calls are an integral part of maintaining human connection while working from Anywhere.
• Good Internet speed (above 50 MBPS download and upload) with the ability to be wired (LAN).
• Power backup (if you have frequent power cut issues).