Team Leader

Description and Requirements
Job Responsibilities
• Conduct regular one-on-one coaching sessions to provide feedback and guidance
• Monitor and evaluate calls to identify areas for improvement and reinforce positive behaviors
• Develop and implement metrics to assess the impact of voice coaching on call quality and customer satisfaction
• Track progress and provide reports on individual and team performance improvement
• Create customized coaching plans for individuals based on performance assessment
• Design and deliver training programs focused on voice modulation, diction and effective communication strategies
• Work closely with operations team to understand specific needs and tailor coaching accordingly
• Gauge effectiveness through planned review meetings with operations team
• Partner with quality assurance and operations to align coaching efforts with overall organizational goals
Experience : 6 - 7 Years
Technical Skills
• Must have experience in Voice Coaching & training
• Ability to analyze call data and identify patterns for improvement
• Good PC skills & proficiency in working with Excel, Word & PowerPoint
• Ability to multi-task and prioritize in a fast paced environment
• Numerically inclined with an analytical mind, strong people management skills
• Understanding of Insurance industry - BPO operations is preferred
• Strong organizational skills & ability to work as part of a team to achieve goals
External
Job Responsibilities
• Conduct regular one-on-one coaching sessions to provide feedback and guidance
• Monitor and evaluate calls to identify areas for improvement and reinforce positive behaviors
• Develop and implement metrics to assess the impact of voice coaching on call quality and customer satisfaction
• Track progress and provide reports on individual and team performance improvement
• Create customized coaching plans for individuals based on performance assessment
• Design and deliver training programs focused on voice modulation, diction and effective communication strategies
• Work closely with operations team to understand specific needs and tailor coaching accordingly
• Gauge effectiveness through planned review meetings with operations team
• Partner with quality assurance and operations to align coaching efforts with overall organizational goals
Experience : 6 - 7 Years
Technical Skills
• Must have experience in Voice Coaching & training
• Ability to analyze call data and identify patterns for improvement
• Good PC skills & proficiency in working with Excel, Word & PowerPoint
• Ability to multi-task and prioritize in a fast paced environment
• Numerically inclined with an analytical mind, strong people management skills
• Understanding of Insurance industry - BPO operations is preferred
• Strong organizational skills & ability to work as part of a team to achieve goals
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
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