Performance Coaching - Hyderabad / Secunderabad, Telangana - Goldman Sachs

    Goldman Sachs
    Goldman Sachs Hyderabad / Secunderabad, Telangana

    4 days ago

    Full time
    Description

    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

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