Team Coach Banking Customer Care Senior Process Associate – English – On Site Johannesburg - Genpact - Johannesburg

With a startup spirit and 115,000 curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better. Inviting applications for the role of Team Coach Banking Customer Care Senior Process Associate – English – On Site Johannesburg As a Universal Coach, you will be helping facilitate training for new joiner and also help tenured associates become better with their technical, language and soft skills in Business context to be able to perform their jobs better. Responsibilities Auditing calls and sharing feedback to improve customer experience Conduct formal Sessions to help front line agents become better with language and soft skills Conduct BUILD, Pre-Process and Process Training, as directed by the Business Deliver training using contemporary principles and assessment methodology which are aligned with company and customer standards Run Soft-skills and Cultural training and complete quality certification prescribed by Quality Team Perform weekly/random trending-based coaching/monitoring/tracking to manage team member’s performance, training needs analysis Oversee facilitation of PKT, monitor and track results, and interventions (coaching, refreshers, etc.) Attending reviews to share weekly results and achievements Good understanding of the process and processing steps, to be able to coach and trainer employees using examples from the business Responsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants Provide analysis in evaluated calls and identify gaps that impact KPIs Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance Help in facilitating or co-facilitating coaching and feedback session with agents Consolidate quality data and maintain the internal Quality dashboard Provide data and root cause analysis on audited calls Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s) Conduct PKT (Process Knowledge tests) as per agreed schedule Develop self and maintain knowledge in relevant field at all times Perform training needs analysis Facilitate new hire training, coaches and conducts performance evaluation of trainees Qualifications we seek in you Minimum Qualifications Very good understanding of Customer Service integral components High School Graduate Self-motivated with ability to work both independently and as part of a team; English Proficient – both written and spoken Excellent written and oral communication skills and detail-oriented; Ability to learn, adapt, upskill and work independently; Working experience in PowerPoint, Word and Excel Numerical Skills for Analysis and Reporting Should be flexible in shift timings Strong organizational skills to give the team direction Expert on the process or previous experience as trainer/quality analyst Preferred Qualifications/ Skills Multinational/ BPO background is preferred Lean Six Sigma Trained and Tested What can we offer Attractive salary and benefits such as Medical Aid, Retirement and risk benefits Work in a multicultural environment; Various trainings (technical & soft skills); Development opportunities in a growing multinational company; In case Genpact does not respond to your application within 30 days, please consider it was not successful for the current recruitment process for this role. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube. JobSenior Process Associate Primary LocationSouth Africa-Johannesburg ScheduleFull-time Education LevelHigh School Diploma/GED Job PostingMar 4, 2024, 9:29:39 AM Unposting DateOngoing Master Skills ListOperations Job CategoryFull Time Apply Now

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Team Coach Banking Customer Care Senior Process Associate – English – On Site Johannesburg - Johannesburg

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