lahore

Coaching and Counseling Specialist

Job Overview

The job holder would be responsible for managing the delivery, development, evolution and effectiveness of the New Hires & Existing Agents on Floor Training program and Quality Enhancement.

Job Description

  • Deliver Product Knowledge as outlined in the Campaigns Training Manual Deliver system Knowledge
  • Deliver Process Knowledge, both internal and external
  • Ensure trainees are provided with all tools/materials to successfully navigate training process including Stationary, Parking Permits, Temporary Employee Cards, Printed Training content
  • Conduct assessment and evaluation of new hires and existing agents through: Quizzes (all quizzes will be created and shared with Manager T&D or On Boarding Performance coordinator), Mock Calls (conducted by ops team), Live call assessment
  • Ensure that the operations team is intimated and updated on the Mock call process, and timings one week in advance
  • Liaison with the HR and Compliance team to have orientation conducted within the initial 3 days of training
  • Conduct language assessment and share results with Recruitment team on the first day of training
  • Establish all relevant credentials required by the new hire to function in DGS, including: Establishing Portal (BPO Suite)
  • Credentials; Establishing email Credentials; Establishing log in credentials; Establishing any additional credentials required to manage calls (OETs, DFS Access)
  • Ensure that all relevant internal and external processes are completed, and all requirements for the new hires to start taking live calls are fulfilled, including: Assigning on headsets; Assigning of skills (coordinated with WFM); PCI credentials need to be established, documented and shared with the PCI compliance coordinator
  • Collect and compile feedback from the new hires on the training process
  • Update attendance and attrition details with all relevant stakeholders on a daily basis
  • Manage employee behavior and performance profile and share with future teams (A Bay)
  • During Live call assessment phase of training, the following responsibilities would be added
  • Intimate Training performance to all relevant stakeholders at Classroom Graduation and Final Graduation after live call assessment

Job Specifications

  • Minimum A Levels or Equivalent
  • Relevant Campaign Experience
  • Customer Relationship Management is strongly preferred
  • Excellent English communication skills both verbal and written
  • Highly organized
  • Analytical skills
  • Active Listening
  • Problem Solving
  • Report Writing
  • Excellent MS Word, PowerPoint and Excel skills

Perks & Benefits

  • Provident Fund
  • OPD
  • Salary Advance
  • Paid Leaves
  • Company Transport
  • Medical Insurance
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lahore

Plot No. 07, Aitchison Street, 1 KM Thokar Niaz Baig, Raiwind Road, Lahore 54000, Pakistan

Phone +92.111.874.874

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lahore

Coaching and Counseling Specialist

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Coaching and Counseling Specialist

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