India Job Openings

Wipro Limited

Communication Coach

Gurgaon

August 31, 2024

Gurugram, India
DOP
3104882

Job Description

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.

Reporting to a Talent Transformation Lead, the candidate will be accountable for the implementation of training strategies, plans, and processes to meet business objectives and provide floor support from a Communication/Soft Skill/Customer Interaction lens

Responsibilities:-

Planning

Working with Operation Team Managers, Sr. Service Managers, Practice Managers and other Assistant Managers for firming up on Quarterly key expectations on linguistics requirements
Planning audit/call monitoring approach for the span with segregation for BQ.MQ and TQ
Post collection of training needs from stake holders consolidating the overall requirements into coverage targets basis business units/ locations/ work streams etc.
Getting an agreement from the business on the proposed plan & on reporting as well as effectiveness measurement of linguistic support
Participating in internal and external client calibrations

Training Delivery & Floor Support

Training Delivery on Accent sensitization and neutralization on frequently used accents in the UK(Cockney, Brummie, Geordie, etc)
Display and apply working knowledge of British sensibilities in communication styles and language.(US vs UK vocabulary, Common Phrases, etc)
Apply and drive knowledge of various aspects of UK culture in training curriculum as well as while designing floor support interventions.
Call monitoring and coaching for all colleagues in the span
Understand business requirements on voice, email and web chat requirements & lead/contribute to module creation and customization.
Use monthly mapping of monitored data/ colleague scores to create and execute a process specific floor support plan
Ongoing Learning & Training Needs Identification and Analysis
Conduct Regular Coaching and Feedback sessions
Handle day to day batch management
Measures pre and post-performance improvement of new batches as well as aligned colleagues from the businesses
Conduct Dsat analysis and RCA for customer surveys that are marked as Dsats
60% floor availability required for real time roving support
Providing support through huddles, refreshers, statements, mailer campaigns and any other TNI/TNA based activitiy

3.MIS & Data Management

Creating & Maintaining participation reports (planned coverage vs no shows)
Monthly audit analysis and floor trend reporting. BQ performance reporting
Monthly and quarterly business reviews showcasing performance
Collation and analysis of Level one feedback from session and handling level 1 escalations from business around quality of programs
Analysis of the customer verbatim and reporting out a plan of action based on the same.

Stakeholder Management

Ensure that delivery expectations are clarified for any adhoc requests and business is informed of delays in advance
Keeping business informed about the performance and progress of the batch with regular updates/reports
Raising red flags in a timely manner to mitigate any delivery risks
Ensuring MBRs and QBRs happen regularly along with adhoc connects to keep your stakeholders posted about progress or red flags

Team Responsibilities

Openness to share and learn best practices from other HR colleagues
Focus on delivering as a team while executing individual responsibilities
Maintain schedule adherence (leave planning, shift timing, mobility across Noida & Gurgaon, batch schedules)
Openness to share/receive feedback and work on the same
Take & demonstrate ownership/accountability of assigned tasks

Additional Info:

Aptitude towards Quality Control (maintain Quality metrics as per client standards)
Facilitation Skills: Should possess excellent facilitation skills.
Mentor new hires and onboard them
Coaching and feedback skills: should possess excellent coaching and feedback skills
Excellent communication skills (both written and verbal)
Proficiency with MS Office, MS Excel Advanced, MS Word and Power Point
Has experience in reporting out data or creating dashboards.
Data analysis and RCA from a Communication support lens

Education and Experience

Total work experience should be 4 years or more (after Graduation in any discipline)

HWS (Empl Helpdesk))

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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