AxisPhone:Asst TL/Coach - Voice

The role exists to coach a team of inbound call agents along with the Supervisor It also is responsible for managing key performance indicators for the team like average handling time, adherence, client experience metrics, sales, quality, digital migration, etcCoaching a team of inbound call agents along with the Supervisor,Managing key performance indicators for the team like average handling time, adherence, client experience metrics, sales, quality, digital migration, etcProviding timely resolution and customer communication on escalated cases,Managing client experience metrics and improving them through various interventions,Ensuring process efficiency by achieving nil defects and meeting targets of call quality,Identifying training needs of the team and developing team members via coaching, live barge-ins, feedback, training, etc,Ensuring completion of all trainings assigned,Mentoring new team members,Ensuring timely acknowledgement & feedback / coaching on call quality, defects, detractors, etc,Conducting timely call evaluations and provide developmental feedback to the team,Managing performance of bottom quartile team members,Taking over escalations real-time and managing call-backs, Conducting team briefings,Adhering to compliance and information security requirements on service and salesQualificationsGraduate or Post graduate from a recognized institution2- 5 years of relevant experienceRole ProficienciesFor successful execution of the job, a candidate should possess the following:Result orientation, Analytical thinking, Coaching skills, Stakeholder management, Strong problem solving skills, Attention to detail, Excellent product and process knowledge