Team Lead, Communication Coach

View: 106

Update day: 06-05-2024

Location: Mumbai Maharashtra Pune Bengaluru / Bangalore Karnataka

Category: Education / Training

Industry: BPO Call Centre

Position: English Teacher

Job type: Full Time, Permanent

Experience: 4 - 9 years

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Job content

Hi All,

Greetings from Ocwen Financial Solutions!!!

Please find below the Job Description for Team Lead, Research (Communication Coach) position

Roles and Responsibilities

Job Description & Responsibilities:

Monitor research response letters on Communication, Presentation, Process and Compliance Parameters.
Analyze the Coaching / Training needs of the agents & support them in delivery.
Provide Coaching & Feedback to enhance agent performance with specific focus on improving the written letter.
Participate in calibrations to ensure consistent scoring & feedback delivery approach.
Analyze Audit data, Compliance, Communication & Process related data.
Keep the agents updated on new process changes/updates, improvement initiatives.
Conduct Compliance, Communication & Process Awareness sessions for new hires.
Handle/Author update communications.
Develop Action plans and report the improvement process in business reviews.
Plan & run campaigns to drive Awareness/Improvements on Compliance, Communication & Process.
Train and mentor junior communication coaches
Willingness for occasional travel.

Key Skills:

Technical knowledge of English communication grammatical correctness, sentence construction, punctuation etc.
Good written and verbal communication skills should be able to write up and articulate complex cases concisely.
Excellent English comprehension skills, with exposure to American English usage.
Ability to train a large team to drive quantifiable improvements in customer responses.
Presentation, Feedback & Coaching skills.
Analytical ability, required to plan, execute and present the communication coaching plans
Receptiveness to change.
Customer Service Attitude

Experience:

Graduates or post graduates. Prefer MA Literature, IELTS, English Language Trainer
Should have 5 years experience handling international Clients in a third party setup.
Should have experience training and coaching for one of the below roles for international clients

Regards,

Rubina Khan

Ocwen Recruiting Team

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