Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Team Coach Banking Customer Care – Management Trainee – 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.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.