Communications Trainer

Communication Trainer

Communication Trainer

Bangalore

+ years

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

• Build and sustain professional and communication skills for the advisors that come into NHT
• Undergo the TTT certification and thereafter deliver NH Training to NHT batches
• Identify Learning needs of agents/ any other learners/ business as a learning consultant
• Design training curriculum using the principles of Instructional Design
• Work closely with the FS V&A team to use materials (e.g. recorded calls) from floor in training and to customize training according to the Project/process.
• Observe and evaluate trainee performance during real time training sessions
• Track and maintain trainee attendance and trainee certification records for audit purposes.
• Initiate and participate in the projects of the team and the department
• Conduct refresher or stratified training batches on NHT modules
• Should be willing to work in 24/7 shifts (Day and Night Shifts - Rotational)
• Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion
• When not involved in batches, be willing to support National Command Center with the language assessments for hiring
• Maintain key MIS related to all the above activities
• Excellent communications skills (>=6.5 on CAT) -This is essential for the candidates to move to the next level of interviews
• Good facilitation skills 16. Proficient with MS Office
• No leave in the pipeline for the next 60 days
• Master Trainer would be preferable

Desired Skills:

• Good knowledge of V&A and Grammar, Soft Skills, and Facilitation Skills
• High levels of spoken and written communication
• Interpersonal and team management skills are a must
• Ability to interact with different levels in the organization
• Previous V&A and Soft skills training experience desirable
• Basic knowledge of Instructional design desirable
• Exposure to Quality would be preferred
• Expertise in Excel & power point
• Knowledge of basic banking terminology.
• CAT scores should be >=6.5

Education

Role &

1. Monitor and evaluate calls/chat on language quality and communication skills.
2. Provide coaching & feedback in person basis the observations from call/chat monitoring and to assist Ops-TL in development of Agents
3. Prepare and develop individual Coaching Plans, providing resources and assistance.
4. Implement effective Coaching / Training methodologies to individual / group in dynamic training environment i.e. Virtual & Classroom
5. Create clusters / quartiles based on the performance and improve bottom quartile movement on Comms Skills.
6. Participate in Calibration sessions along with Quality, Operations and Clients.
7. Proactively implement best practices and add value to the process.
8. Attending TTT (Train the Trainer) basis new Product update / Process change and build / amend content accordingly.
9. Conducting Comms Sessions on Soft Skills / Language / Customer Service etiquette for NH Agents as part of the NH Training Program
10. Creating & sharing Q-Tips around soft skills and WOW customer service statements
11. TNA / TNI: Coordinate with Quality / Ops Team to Design & Develop training programs basis the TNA / TNI for conducting refresher sessions.
12. Create and maintain Training Reports for different Stakeholders.

Key

1. Excellent oral and written English communication skills
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 Comm /Soft skills trainer supporting International Customer service clients.