Specialist

Requirements

Description and Requirements

• 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
  

• 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
  

• 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
  

• 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
  

About MetLife