MetLife

Job Responsibilities

·       Conduct regular one-on-one coaching sessions to provide feedback and guidance

·       Monitor and evaluate calls to identify areas for improvement and reinforce positive behaviors

·       Develop and implement metrics to assess the impact of voice coaching on call quality and customer satisfaction

·       Track progress and provide reports on individual and team performance improvement

·       Create customized coaching plans for individuals based on performance assessment

·       Design and deliver training programs focused on voice modulation, diction and effective communication strategies

·       Work closely with operations team to understand specific needs and tailor coaching accordingly

·       Gauge effectiveness through planned review meetings with operations team

·       Partner with quality assurance and operations to align coaching efforts with overall organizational goals

Experience : 4 - 5 Years

Technical Skills

•            Must have experience in Voice Coaching & training

•            Ability to analyze call data and identify patterns for improvement

•            Good PC skills & proficiency in working with Excel, Word & PowerPoint

•            Ability to multi-task and prioritize in a fast paced environment

•            Numerically inclined with an analytical mind, strong people management skills

•            Understanding of Insurance industry – BPO operations is preferred

•            Strong organizational skills & ability to work as part of a team to achieve goals