Voice Coach

At Mr. Cooper Group, You Make the Dream Possible.

Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.

Join us and make the dream of home ownership possible!

Responsibilities

• Manage span of team for specific business and help associate achieve their operational KPIs like quality, CSAT/NPS
• Client Management- Attend client calibration and represent core team.
• Ensure overall smooth functioning of the process
• Essure benchmarks are met and exceed (eg., CSAT, NPS, Quality)
• Monitoring and controlling quality and operations.
• Timely SOP and process flow creation/updating, facilitate other ad hoc process documentation and conducting audits.
• Address issues arising out of day-to-day working which may have a bearing on team performance.
• Train a team of associates and impart knowledge that impact soft skills, language or behaviors defined by client.
• Conduct refresher and update training
• Ongoing monitoring of associates performance and tracking deviations.
• Help in achieving continuous improvements by running refreshers that are specifically curated to meet the KPIs
• Regularly assess training needs to fill gaps in performance.
• Conduct periodic meetings & huddles with the team to gauge and improve performance.
• Track and ensure improvement of lower performing associates.
• To mentor team members, to keep the team highly motivated and focused.
• Facilitating internal audits on communications and soft skills.
• Sharing regular update with internal and external stake holders on FG performance.
• Successfully conduct TNI and TNA on a monthly basis and plug back loopholes in training.
• Conduct refresher sessions with NH agents to keep them posted about client SLAs
• Publish dashboard on weekly basis with numbers of monitoring and coaching sessions conducted and RCA.
• Train new hire batches, in the absence of a trainer on communication, soft skills and cultural aspects.
  
  

Critical Competencies

• Customer focus
• Planning
• Ownership and Achievement focus
• Teamwork
  
  

Education And Experience

• Graduate in any discipline
• 2 – 4 years of relevant experience in the language coach / training domain in International markets is a MUST.
• Willing to work in US shift
  
  

Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran. EOE/M/F/D/V

Job Requisition ID

024461

Job Category

India Business Operations

Primary Location City:

Bengaluru

Primary Location Region:

Karnātaka

Primary Location Postal Code:

560064

Primary Location Country:

India

Additional Posting Location(s):

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