Performance Coaching - Analyst

Location: Prakāshamnagar

JOB SUMMARY AND RESPONSIBILITIES
Lead a team of Performance Coaches, including training, delegating tasks, providing feedback and conducting performance evaluations.
Oversee the execution of monthly audits completed by the Performance Coaching Team.
Be an expert on policies and procedures for all lines of business you support (internal)
Collect and analyze data from each audit/monitor activity and assist operations teams with development and implementation of appropriate corrective action plans, training tips, and team communication to improve overall quality results.
Conduct/participate in calibration sessions to ensure consistent scoring across team members.
Lead meetings with management and other stakeholders.
Evaluate findings and make appropriate recommendations to the operations and training departments for training improvements.
BASIC QUALIFICATIONS
Tenure of at least 12 months in current role (internal)
Demonstrated history of consistently above average call metrics including ACW, AHT, adherence, calls per day and quality & compliance scores (internal)
At least 12 months experience in a call monitoring leadership role (external)
Ability to self-manage and motivate.
Resiliency and adaptability to lead through various business changes
Ability to quickly build knowledge of policies and procedures
Ability to positively impact team culture and effectiveness
Ability to provide coaching and feedback in a clear and constructive manner.
Basic Microsoft Office skills