Learning and Development Specialist - Earn up to 32k

Ensure process is executed as per the client contract

Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes
Prepare notes from the huddle meetings and share it with the team
Prepare and share the performance data of the team with the client at the end of the shift
Interact with the client and prepare note to share updates and changes with the team
Review the performance on the key process metrices and conduct RCA to improve quality parameters
Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
Be part of the discussion between manager and WFM team on forecast and number of agents required
Organize fun hours on Friday for the team to promote team engagement
Identify opportunities for automation within the account and share it with the manager
Provide details and data to the automation team to support the automation initiative

Drive performance of the team on the identified metrices of the process 

Review last 6-8 weeks performance data (RAG) and identify low performers
Provide feedback and coach the outliers/ low performers to improve their performance metrices
Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
Handhold the employees on performance on process and monitor for improvements
Identify training needs for new joiners especially and track their daily progress
Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end

Stakeholder Interaction & Management 

Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
Participate in monthly review meetings with Account Delivery leadership  updating them on the status and progress of the account
Work with quality team to ensure the quality improvements as per the delivery standards of the contract
Provide timely assistance in case of an escalation and support resolution of escalations/ issues