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Spes Manning Solutions LLP
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Communications Trainer

Communications Trainer

Spes Manning Solutions LLP

0 - 5 years

|

5 - 6 Lacs

Posted:1 week ago| Platform:

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Skills Required

communication skills presentation skills customer service voice process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & Responsibilities

Support Front Line Recruitment Teams to assess the quality of new hires.
Consistently align with operations by auditing calls, emails, and chats.
Understand needs and conduct refresher training in English as required.
Demonstrate innovation in training by incorporating floor requirements into the curriculum.
Maintain data and MIS as per training BPMS/requirements.
Support intra- and inter-function collaboration.
Proactively implement best practices and add value across locations.
Attend the TTT for any client requirements.
Interface with customers as required.
Conduct need analysis and share feedback with stakeholders.
Meet monthly conversion and effectiveness targets.
Provide feedback to new hires on soft skills and basic grammar.
Mentor new trainers.
Participate in calibration of trainers, QAs, and voice coaches within the team and with the TTBU training team.
Analyze and report findings for process training batches.
Conduct refreshers based on TNA, publish, and execute for 100% closure each month.
Meet the training requirements of the BU based on TNA.
Design and develop training processes (from need identification to feedback and follow-through) in consultation with training teams.
Track and report improvements.

Preferred Candidate Profile

CAT Score of 6.2 or higher.
Excellent communication skills (English).
Excellent facilitation and presentation skills.
Willing to work in a 24x7 shift environment.
Analytical and quantitative skills.
Planning and decision-making abilities.
Ability to prioritize.
Ability to meet deadlines.
Multi-tasking skills.
Strong organizational and presentation skills.
Ability to work under pressure.
Ability to drive initiatives to closure.
Ability to deal with all levels of employees with different accents and dialects.
OD (Organizational Development) experience is an added advantage.
Experience in International Customer Service Process is an added advantage.

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