Team Coach Banking Customer Care - Senior Process Associate – English – On Site Johannesburg-BFS041865 at Genpact

Responsibilities

• Auditing calls and sharing feedback to improve customer experience
• Conduct formal Sessions to help front line agents become better with language and soft skills
• Conduct BUILD, Pre-Process and Process Training, as directed by the Business
• Deliver training using contemporary principles and assessment methodology which are aligned with company and customer standards
• Run Soft-skills and Cultural training and complete quality certification prescribed by Quality Team
• Perform weekly/random trending-based coaching/monitoring/tracking to manage team member’s performance, training needs analysis
• Oversee facilitation of PKT, monitor and track results, and interventions (coaching, refreshers, etc.)
• Attending reviews to share weekly results and achievements
• Good understanding of the process and processing steps, to be able to coach and trainer employees using examples from the business
• Responsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants
• Provide analysis in evaluated calls and identify gaps that impact KPIs
• Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance
• Help in facilitating or co-facilitating coaching and feedback session with agents
• Consolidate quality data and maintain the internal Quality dashboard
• Provide data and root cause analysis on audited calls
• Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s)
• Conduct PKT (Process Knowledge tests) as per agreed schedule
• Develop self and maintain knowledge in relevant field at all times
• Perform training needs analysis
• Facilitate new hire training, coaches and conducts performance evaluation of trainees

Qualifications we seek in you!
Minimum Qualifications

• Very good understanding of Customer Service integral components
• High School Graduate
• Self-motivated with ability to work both independently and as part of a team;
• English Proficient – both written and spoken
• Excellent written and oral communication skills and detail-oriented;
• Ability to learn, adapt, upskill and work independently;
• Working experience in PowerPoint, Word and Excel
• Numerical Skills for Analysis and Reporting
• Should be flexible in shift timings
• Strong organizational skills to give the team direction
• Expert on the process or previous experience as trainer/quality analyst

Preferred Qualifications/ Skills

• Multinational/ BPO background is preferred
• Lean Six Sigma Trained and Tested