JOB DETAILS / ROLE PURPOSE:

• Determine whether the agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation.
• Report contacts handling performance and statistics through daily and weekly reports submitted to internal stakeholders.
• Conduct remote monitoring sessions, thus completing performance summaries and share reports of the same.
• Review evaluations, maintain tape files, and handle general administrative duties.
• Prepare performance evaluations documenting contact-handling procedures.
• Bottom Quartile management
• Conduct regular briefings for the associates to ensure they are up to date with the process.
• Design, develop, and implement training programs for employees across different departments and LOBs.
• Create training materials, presentations, and documentation related to processes and products.
• Experience in Soft skills training and facilitate adult learning principles.
• Stay updated on the latest products and services offered by Allianz Partners.
• Develop expertise in product features, benefits, and updates.
• Provide training on LOBs processes, policies, and procedures.
• Conduct regular sessions to ensure employees understand and adhere to established processes and increase the overall performance of our sales associates.
• Facilitate onboarding sessions for new hires, ensuring they have a comprehensive understanding of the organization's products and processes.

KEY RESPONSIBILITIES:
 

• Measures employee performance via recorded and live monitoring (Call, chat & email audits)
• Provides continuous feedback on opportunity areas and tracks Improvement. 
• Analyze sales skills of agents and determine areas of improvement and strengths.
• Analyzes performance trend from audit data and shares valuable insights in the process.
• Ability to handle multiple tasks at a time.
• Works with manager CQ on employee coaching, training, and development to enhance or correct the behaviors that lead to excellent customer service.
• Responsible for timely closure of audit targets
• Ability to plan & prioritize work.
• Conduct skills gap analyses to identify areas of improvement.
• Identify areas for improvement in training programs and materials.
• Collaborate with stakeholders to update training content based on feedback and changes in processes.
• Collaboration:
• Work closely with clients, department heads, subject matter experts, and other stakeholders to understand training needs and align programs with organizational goals.
• Assess the effectiveness of training programs through feedback, evaluations, and performance metrics.
• Adjust training content as needed and suggest enhancing effectiveness.
• Record Keeping: Maintain accurate records of training sessions, attendance, and employee progress.

PROFILE KEY REQUIREMENTS: