6 Month Contract to Hire(C2H)

*Comfortable Working In US Shift.

Below Points are Mandatory

• Immediate Joiners.
• Have Experience in U.S. Medical and Health Benefits, U.S. Payroll preferable.
• Training Management
• Training Delivery
• Soft Skills Training
• Training Need Analysis
• Process Training
• Corporate Training.

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:-

1. Planning

• 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

2. Training Delivery & Floor Support

• Training Delivery on Accent neutralization, Culture and soft skills modules
• Call monitoring and coaching for all colleagues in the span
• Domain knowledge on U.S. Medical and Health Benefits, U.S. Payroll preferable
• 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

3.MIS & Data Management

• 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.

4. Stakeholder Management

• 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

5. Team Responsibilities

• 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

Additional Info:

• 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

Education and Experience

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