Job Description

Role Title: Senior Specialist, Service Communication (L07)
Company Overview:
Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry's most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.
We have recently been ranked #2 among India's Best Companies to Work for by Great Place to Work. We were among the Top 50 India's Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.
Synchrony celebrates ~51% women talent
We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being
We provide career advancement and upskilling opportunities for all to take up leadership roles
Organizational Overview:
The Service Communication Excellence Team is a site-level team supporting the Hyderabad Site in driving exceptional customer service across the Phone Bank world. The team helps employees improve their communication skills which helps them to deliver Stellar service in all customer interactions. The team has not just been a catalyst in supporting and enhancing the operations of the call center but has also played a pivotal role in understanding & helping each of our processes to create that secret sauce that sets them apart when it comes to servicing.
Role Summary/Purpose:
An amazing customer experience is one of the biggest competitive advantages a company can have & employees are the foundation of a strong customer experience! As a Senior Specialist, Voice, you will be this catalyst who will coach, and influence our employees to help them understand the nuances of Customer Service & deliver a Stellar Experience on every single interaction with our customers! This role involves coaching agents for chat process.
Additionally, this role will be part of initiatives and drive improved communication skills & Customer Service Experience for the Hyderabad site.
Key Responsibilities:
Drive a culture of continuous learning, learning wins, and new ways of engaging with different kinds of learners.
Engage with learners & ensure effective knowledge transfer and application of new skills as demonstrated with performance metrics post-coaching.
Measure coaching effectiveness by partnering with Service Communication Managers & OPs to identify performance gaps related to knowledge and skill. Conduct learning sessions to enhance customer and associate experience.
Deliver an effective learning experience that enables learners to meet business performance standards upon the completion of a coaching session.
Facilitate the delivery of learning sessions as needed for all key business programs such as Refresher, Upskill & Career Development.
Actively participate in the new hire bridging process to ensure new hires are achieving performance expectations before being released to the floor, and quickly becoming proficient during the bridge and nesting process. Identify performance gaps & address them quickly.
Manage all logistics related to the delivery of coaching programs including materials management, communications, etc.
Investigate and resolve new hire performance issues during the coaching period by coaching and counseling new hires as needed in collaboration with Front Line Managers.
Maintain timely & accurate reporting of coaching deliverables like documentation, instructor surveys and evaluation scores, etc.
Conduct and participate in Calibration exercises with the team at least once a month.
Continuously research and evaluate industry best practices in learning methodologies, implementing best practices when applicable.
Coaching associates to ensure that they are equipped with top-level communications skills (Written and Spoken).
Continuously work on improving customer experience on chats.
Help in identifying training needs of the floor and ensure all associates are assisted.
Assist in the development and execution of service communication driven contests, appreciation communications and other activities.
Facilitate and participate live chat calibration(s).
Assist the Front-Line Manager with Service Communication Coaching.
Continuously review coaching material and update obsolete concepts and processes.
Ensure timely and accurate reporting of training/coaching deliverables to the eChat Leadership.
Conduct evaluations for chat process agents.
Identify individual and team communication gaps and provide customized coaching.
Collaborate with operations to improve voice communication metrics.
Monitor post-coaching performance and drive refresher or floor support sessions.
Maintain accurate coaching records and feedback documentation.
Ensure alignment with process-specific communication standards.
Performs other duties and projects as assigned.
Required Skills & Knowledge:
10+2 or bachelor's degree in any discipline with minimum of 12 months experience in Customer Service (Voice/chat).
Excellent interpersonal and feedback skills.
Excellent written, verbal, and interpersonal communication skills.
Proven interest or involvement in coaching, mentoring, or communication enhancement.
Proficiency in Microsoft Office applications, including Word, Excel, Canva and PowerPoint, Syncranet, etc.
Strong ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation, and staff development skills including the ability to act as a role model within the organization.
Ability to coach, develop action plans, that maximize performance, and provide effective feedback.
Desired Skills & Knowledge:
Minimum 12 months of classroom training, facilitation, or coaching experience
Training Certifications & experience in coaching, training & learning methodologies.
Demonstrated effective communication skills at all levels of the organization.
Demonstrated ability to integrate the process with service communication needs.
Demonstrated ability to instruct, motivate and direct individuals at various skill levels.
Ability to coach & facilitate in the virtual environment.
High enthusiasm and desire to work in a fast-paced, ever-changing environment.
Ability to work independently and effectively manage multiple priorities with little supervision.
Passion and creativity for learning and commitment to excellence and high standards.
Strong influencing skills.
Proven track record of organizing work, problem-solving, analytical skills, and critical thinking.
Eligibility Criteria:
10+2 or bachelor's degree in any discipline with minimum of 12 months experience in Customer Service (Voice/chat).
Work Timings: 8AM - 5PM EST
For Internal Applicants:
Understand the criteria or mandatory skills required for the role, before applying
Inform your manager and HRM before applying for any role on Workday
Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format)
Must not be on any corrective action plan (Formal Corrective/Final Formal, LPP)
L4 to L7 Employees who have completed 12 months in the organization and 12 months in their current role and level are only eligible.
L4+ employee can apply
Grade/ Level: 07
Job Family Group: Contact Center Operations