nRoles & Responsibilities
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- This role will be a part of the L&D CoE, aligned to the Moorepay business in Kochi
n- The coach will be responsible to work with teams that require voice capability to interact with clients and customers.
n- The coach must be able to able to reinforce learning, share feedback and coach the team consistently to ensure customer success and fulfilment.
n- The role requires to work cohesively with the operations teams, various delivery teams in the UK & ROI, and process trainers to enable the teams to deliver efficiently
n- Evaluation of communication skills in calls, chats, emails and queries regularly, sharing feedback and coaching will be key in this role.
n- The coach will also provide robust floor support, working with the teams to work through customer queries and provide resolution.
n- Will be responsible to screen communication skills of new hire candidates for fitment into the business.
n- Provide refresher trainings and participate in team meetings to reinforce comm specific updates
n- Conduct training need identification and analysis of performance
n- Develop communication training specific content as relevant to business, time to timen
- Produce periodic score cards and dashboards for the leadership
n- Relevant global certification in communication skills preferred and will be an added advantage
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nEssential Skills:
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n- Must be a graduate with excellent communication skills (equivalent to a C1/C2 on CEFR/Berlitz or equivalent)
n- Should be a trained communication coach, having worked in the ITeS space
n- Exposure to international call center/ global customer base is preferred
n- Good knowledge of transferable knowledge in communication and soft skills
n- Awareness of various communication assessment methodologies like Berlitz/ CEFR/ similar tests.
n- Remarkable executive presence
n- Adept at creating communication skills content- for ILT, VILT & Micro learning
n- Timely feedback and coaching run side by side audits, remote audits, complete the target number of audits and feedback within the timelines
n- Work with Operations and Quality teams for updates, amends and corrections needed real time.
n- Good exposure to TNI/ TNA techniques
n - Create assessments, knowledge checks, bite sized content for refreshers.
n- Must be able to understand data, pull up reports, generate dashboards, scorecards and summaries.
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nAt Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.
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nOur vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:
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nUnstoppable together.
nAlways learning.
nMake it count.
nThink scale.
nOur people are critical to our ongoing success; were proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis youll have the chance to stretch and challenge yourself in an environment thats varied, flexible and hugely supportive.
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nWe also love to reward and recognise our brilliant colleagues. As part of your benefits package, youll receive:
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nA competitive salary.
nExcellent career progression opportunities.
nTransportation to the office (up to 30kms).
nCasual, privilege and sick leave, plus your birthday off.
nGroup medical insurance.
nPersonal accident insurance.
nLife assurance.
nA range of additional flexible benefits to support personal wellbeing.
