Communications Trainer (7+ yrs)

Location : Pune

Job Description

Our client is a leading global technology and services company with market cap of $4.26 billion.
It has over 270,000 employees spread over offices in 6 Continents & over 70 countries

Job Description


Role and Key Responsibilities:

· 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

Key skills & knowledge:

· 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

Educational Qualification : Graduate -Any Specification