Looking CE Coach/Soft Skill Trainer-Gurgaon
- IGT Solutions
- 2 - 4 years
- Noida, Gurugram
- 5 years ago
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Job Description
Roles and Responsibilities
Greetings From IGT !
Call RK-8471067*** (ra****************k@ig*********s.com)
- Develop and deliver modules pertaining to Customer Experience Blueprint Trainings across customer service operations in a contact center environment
- Design & deliver learning interventions to train customer service teams on the emotional, empathy, energy and engagement aspects of customer service delivery
- Be a Customer Centricity Champion. Create, Develop and Deliver trainings based on Customer Experience Blueprints that help learners excel in their customer service skills
- As a Customer Experience champion be responsible for strengthening the teams' communication and soft skills to enhance customer outcomes in the form of CSAT and NPS
- Experience in training communication, customer engagement, soft skills, and customer resolution trainings in Travel or BPO industry
- Coach and develop Customer Experience Champions across Operations team members to deliver effective CE Coaching that directly impacts customer outcomes
- You should have a proven track record of training and coaching large teams for customer success in meeting performance targets related to CSAT, DSAT, NPS
- Capture, acknowledge and reward moments where agents have WOWed our customers on phone or chat and similarly capture, acknowledge and improve upon situations where the opposite has happened and left our customers dissatisfied.
- Develop and formulate customer experience training curriculum, conduct group trainings and individual coaching and knowledge assessment to new and existing CS agents with the objective to ensure superior and consistent service quality
- Advocate Customer Experience principles and be a champion of effective coaching on customer engagement, soft skills, communication enhancement and impressive customer service delivery
- Utilize effective presentation and facilitation skills including creative training techniques and accelerated learning techniques using a variety of training delivery modalities in a classroom/virtual environment
- Prepare and present training materials through effective learning sessions, hands on demonstrations, and supporting activities for superior customer service skills
- Implement learning strategies and effective training programs that are aligned with the Customer Experience teams objectives
- Develop collaborative relationships with internal & external stakeholders to ensure flawless execution of learning interventions and drive performance excellence.
- Participate in calibration sessions with Operations, Quality and Training Managers, Trainers as well as other CE coaches
- Partner with Operations Managers, QA and Training Team to outline specific content related to training needs identified in enhancing overall customer experience
- Ability to Deep dive into our operational insights to identify opportunities, themes, and gaps to upskill team performance on Customer Experience skills.
- Provide feedback through call monitoring assessment and in-person to assist Voice and Chat agents in providing a higher degree of customer service on calls and chat
Desired Candidate Profile
Need 1 to 4 years of experience is same domain.
Excellent communication skill
Rotational Shifts majorly night shift
Perks and Benefits
Salary+ incentives
WFH
5 days working
Job Classification
Industry: BPO / Call CentreFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations, Role Category: TrainingRole: TrainingEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not RequiredDoctorate: Any Doctorate in Any SpecializationContact Details:
Company: IGT Solutions Private LimitedAddress: Infotech Centre, 14/2, Old Delhi Gurgaon Road, Dundahera, GURGAON, Haryana, IndiaLocation(s): Noida, Gurugram
Keyskills: Training Customer Experience TNA Quality Soft Skills Training RAG Behavioral Training CSAT TNI Standard Operating Procedures Communication
IGT Solutions
IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.Established in 1998, with 100% focused on the Travel indus...
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