Team Coach

Foundever is Hiring Subject Matter Expert /Team Coach for US ISP Telecom Process for Our Navi Mumbai Location. Roles & Responsiblity Support in the new hire experience classroom including crosschecks and contact handling.Possess knowledge of where learners are in their learning whenever providing support.Facilitate debrief sessions.Observe and support contact handling, observe behaviors such as hold, tool usage, and efficient navigation.Attend and engage in the reinforcement training and contribute when applicable.Support questions through various communication tools.Supervise assigned team to meet or exceed client and corporate goals including C-SAT and FCR, Operational metrics, Quality, Customer satisfaction, Client satisfaction, and Profitability/Productivity.Regular monitoring, coaching and development of agents with the team. Implement agent recognition programs under direction of Manager Site Operations. Share best practices across teams and build spirit of teamwork. Education : HSC /GradExperience : Minimum 1 year of experience as a SME on paperProcess : Experience in Telecom & Non Telecom /Voice /Non-Voice/ Chat Process is mandatory (International)Background : BPO ExperienceShift Window : 24 x 7Weekoffs : Any 2 days in a weekLocation : Airoli Required SkillsStrong leadership abilitiesExcellent communication skillsProblem-solving skillsPreferred SkillsExperience in a similar roleKnowledge of industry best practices