Job Title:

Communications Trainer II

Job Description

Key Responsibility :

• Monitor calls w.r.t. Communication and Soft Skills.
• Sample and evaluate language quality and communication skills. Provide feedback to advocates through call monitoring system and in-person to assist Team Leaders in development of front-line employees.
• Prepare and develop individual coaching plans, providing resources and assistance.
• Deliver, project and motivate advocates through effective coaching/training methodologies both in group and individual classroom dynamics.
• Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for advocates undergoing transition.
• Create clusters/quartiles based on the performance and improve bottom quartile movement.
• Participate in calibration sessions with Quality, Operations and Clients.
• Proactively implement best practices and add value across the process.
• Attend the TTT for client requirements
• Consistent alignment with operations by auditing calls, understanding needs, conducting refresher training.
• Provide Feedback to the New Hires on Soft Skills and basic grammar
• Participate in calibration of Trainers, QAs and Voice Coaches within the team
• Design & develop training processes (need identification to feedback and follow through) in consultation with the training teams
• Track and report improvement
• Sharing Q-Tips around soft skills and WOW customer service statements

Desired Skills :

• Excellent communication skills (English).
• Ability to monitor and coach advisors on Language Skills which include sentence construction, grammar, rate of speech. clarity of speech, pronunciation of process specific words or soft skills
• Ability to give constructive, direct feedback to advisors concerning communication
• Ability to identify basic language issues and introduce effective means for improvement
• Good people management and Interpersonal Skills.          
• Good knowledge of computers and MS Office (Excel, Power point).
• Good facilitation and presentation skills
• Analytical / Quantitative skills
• Planning and Decision making
• Ability to multi-task, prioritize and meet timelines
• Strong organizational and Presentation skills
• Ability to work under pressure and drive initiatives to closure
• Ability to deal with all levels of employees with different accents and dialects

Location:

India Thane – G-Corp, Maharashtra

Language Requirements:

Time Type:

Full time

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