Process Lead

• Provide coaching to improve Communication incl
• English Language Soft Skills Customer end user connect and Cultural understanding US UK etc
• Conduct one one or Group Coaching for a targeted group of associates on a rotational basis
• Identify needs for development and provide interventions not limited to training activities engagement
• Conduct facilitation workshops as part of the coaching needs
• Undertake continuous observations and feedback for bottom quartile associates
• Develop the supervisory staff on issue identification and coaching mechanism
• Undertake Training needs Analysis
• Conduct Daily Huddles for the span mapped

Key Responsibilities:

• Responsible to deliver on the agreed Metric MoS as an outcome to successful coaching
• Utilize relevant tools required to help participants learn and to extend support to them
• Examine data from multiple sources and integrate data inputs to determine and resolve key issues
• Use basic analytical methods to identify problems for client scenarios and recommend solutions
• Ensure all coaching plans are executed in a timely manner
• Work closely with Quality and CS operations leaders to ensure improved
• Report and document the observations and feedback and share relevant updates to all required stakeholders
• Translate customer service business requirements into training coaching action plans
• Any adhoc activities associated with skill enhancement of on of floor associates

Preferred Skills: