- 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.
- 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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Performance Coaching - Hyderabad / Secunderabad, Telangana - Goldman Sachs
Description
JOB SUMMARY AND RESPONSIBILITIES
BASIC QUALIFICATIONS
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