Job Description

...This IJP is open only for location employees... ...Ensure your personal Email Address is updated in workday to get your application processed... Process Information : Illuminati is a global media and technology company. Illuminati cable is one of the United States\' largest video, high speed Internet and phone providers to residential customers under the XFINITY Brand and it also provides these services to businesses. Eligibility : All CL/Grade 11 (Operations CRM International/Domestic & Industry vertical domestic - Insurance, Banking & Healthcare accounts) employees who have spent 12 months in the current CL/Grade and 6 months in current process & vertical and have a Stacks score 3 and above or should be in Platinum, Diamond, Gold performance club for two third of the last 12 months (basis stacks updated on the tool - EBucks) All CL/Grade 11 (Operations Industry Vertical International - Insurance, Banking & Healthcare accounts) employees who have spent 12 months in the current CL/Grade and 6 months in current process & vertical and have a Stacks score of 1 and above two third of the last 12 months (basis Stacks updated on the tool - EBucks) All CL/Grade 11 (Support) employees who have spent 12 months in the current CL/Grade and 6 months in current process & vertical with annual Performance Rating Criteria 3 and above (combination of Exceptional, Exceeding, Meeting) All CL/Grade 10 employees who have spent 6 months in the current CL/Grade and 6 months in current process & function. Key Responsibility : Train, coach and support advisors on written and verbal communication. Sample and evaluate language quality and communication skills using the standardized communication monitoring form. Provide feedback to agents and in person to assist Team Leaders in development of front-line employees. Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for agents undergoing nesting. Ensure that agents adhere to the certification process and guide them. Participate in calibration sessions with Quality, Communication & Culture Training, leadership, Ops and clients. Attend meetings with CCT and Coaching leadership team to provide input to curriculum revisions. Capture common errors among agents and recommend huddle sessions for those with language opportunities. Achieve departmental productivity requirements (e.g., number of chats monitored per week on schedule, calibrations etc.) Desired Skilled : Must be a graduate. Minimum of 2 years of total work experience with at-least 1 year in CNX. Should not be on any level of documentation. Strong communication skills, both written and verbal. Proficient in Microsoft Office and basic knowledge of excel. Ability to multi-task, prioritize and meet timelines on deliverables. Self-starter, sense of urgency and works well under pressure. Strong attention to detail. Sense of professionalism and ability to develop relationships.

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