Description and Requirements
Job Responsibilities
• Conduct regular one-on-one coaching sessions to provide feedback and guidance
• Monitor and evaluate calls to identify areas for improvement and reinforce positive behaviors
• Develop and implement metrics to assess the impact of voice coaching on call quality and customer satisfaction
• Track progress and provide reports on individual and team performance improvement
• Create customized coaching plans for individuals based on performance assessment
• Design and deliver training programs focused on voice modulation, diction and effective communication strategies
• Work closely with operations team to understand specific needs and tailor coaching accordingly
• Gauge effectiveness through planned review meetings with operations team
• Partner with quality assurance and operations to align coaching efforts with overall organizational goals
Experience : 6 - 7 Years
Technical Skills
• Must have experience in Voice Coaching & training
• Ability to analyze call data and identify patterns for improvement
• Good PC skills & proficiency in working with Excel, Word & PowerPoint
• Ability to multi-task and prioritize in a fast paced environment
• Numerically inclined with an analytical mind, strong people management skills
• Understanding of Insurance industry - BPO operations is preferred
• Strong organizational skills & ability to work as part of a team to achieve goals
#BI-Hybrid
What the Team is Saying
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What We Do
Named one of Fortune’s “World’s Most Admired Companies,” MetLife is leading the global transformation of an industry we’ve defined for more than 150 years. At MetLife, every innovation and line of code is a lifeline for our customers and their families—from victims of natural disasters to people living with disabilities and beyond. With operations in more than 40 markets and leading positions across the globe, MetLife’s building a workforce of diverse and empowered voices that all belong. Join our remarkable journey—one in which you help write the next century of innovation in financial services—because with MetLife, making the world a better place is All Together Possible.
Why Work With Us
At MetLife, you’ll be working for a company whose purpose is to help customers throughout their life’s journey, and often in their most critical time of need. You’ll be a part of developing leading-edge platforms that will have a lasting impact on the lives and well-being of tens of millions of customers.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
MetLife's current workplace policies classify roles as Office, Hybrid or Virtual based on the nature of work, encouraging new ways of working together
