Key Responsibilities:
- Facilitate comprehensive process and communication skills training for new hires, focusing on chat, email, and voice customer service channels.
- Provide hands-on floor support and coaching to agents during their initial live sessions, ensuring smooth transition and confidence.
- Conduct regular assessments and knowledge checks to evaluate agent performance; deliver constructive feedback to promote continuous improvement.
- Perform Training Needs Analysis (TNA) to identify gaps in agent skills, particularly in communication and soft skills, and design targeted interventions.
- Develop and update training materials, including manuals, guides, presentations, and e-learning content, tailored to multichannel customer service environments.
- Collaborate closely with subject matter experts (SMEs) to ensure training content is accurate, relevant, and aligned with current business processes.
- Customize training sessions to address the unique needs of different teams, focusing on enhancing communication effectiveness and customer experience.
- Deliver training through diverse formats such as in-person workshops, virtual sessions, and one-on-one coaching tailored to individual learning styles.
- Assess trainees understanding and practical application of skills using quizzes, hands-on exercises, and real-time simulations.
- Gather and analyze feedback from trainees to continuously refine training methods and content.
- Monitor and report on training progress, agent performance improvements, and overall training effectiveness to management.
- Stay informed on industry best practices, emerging trends in customer service, and new communication tools to keep training materials current.
- Identify process and communication gaps within teams and propose actionable improvements to enhance overall service quality.
- Work closely with quality assurance teams to ensure training aligns with quality standards, compliance requirements, and regulatory guidelines.
- Maintain meticulous records of training activities, attendance, assessments, and completion metrics.
- Prepare detailed reports on training outcomes and recommend strategies for ongoing development and upskilling.
Qualifications & Experience:
- Proven experience in delivering communication and soft skills training within a customer service environment.
- Hands-on experience training across multiple channels, including chat, email, and voice support.
- Strong understanding of customer service operations, challenges, and performance metrics.
- Excellent interpersonal and coaching skills, with the ability to motivate and engage diverse learner groups.
- Familiarity with training tools, Learning Management Systems (LMS), and e-learning content development.
- Ability to analyze training effectiveness and implement continuous improvement strategies.
- Strong organizational skills with attention to detail in documentation and reporting.
- Prior experience working closely with quality assurance or compliance teams is a plus.
TTT Certified preferred.
Needs to be flexible with shifts/WO.
#Immediate Joiners required
Contact - Mercy at +91 9766075047
