Communication Trainer

Role & Key Responsibilities:

Monitor and evaluate calls/chat on language quality and communication skills.

Provide coaching & feedback in person basis the observations from call/chat monitoring and to assist Ops-TL in development of Agents

Prepare and develop individual Coaching Plans, providing resources and assistance.

Implement effective Coaching / Training methodologies to individual / group in a dynamic training environment i.e. Virtual & Classroom

Create clusters / quartiles based on the performance and improve bottom quartile movement on Comms Skills.

Participate in Calibration sessions along with Quality, Operations and Clients.

Proactively implement best practices and add value to the process.

Attending TTT (Train the Trainer) basis new Product update / Process change and build / amend content accordingly.

Conducting Comms Sessions on Soft Skills / Language / Customer Service etiquette for NH Agents as part of the NH Training Program

Creating & sharing Q-Tips around soft skills and WOW customer service statements

TNA / TNI: Coordinate with Quality / Ops Team to Design & Develop training programs basis the TNA / TNI for conducting refresher sessions.

Create and maintain Training Reports for different Stakeholders.

Key Skills and knowledge: -

2. Ability to monitor and coach advisors on Language Skills which include sentence construction, grammar, rate of speech. clarity of speech, pronunciations, Soft Skills, Call Etiquettes

3. Excellent facilitation and presentation skills

4. Willing to work in rotational shift.

5. People Management and Interpersonal Skills.

6. Good knowledge of computers and MS Office (Excel, Power point)

7. Analytical / Quantitative skills and Effective Time Management

8. Planning and Decision making

9. Ability to drive initiatives to closure.

10. Rich Experience in handling International Customer Service Process as comm trainer is a critical requirement.

11. 2-3 years min experience as a ‘Comm /Soft skills trainer’ supporting International Customer service clients.

• Qualification : Graduation