Voice & Accent Trainer - Hyderabad
- 24/7 Customer
- 2 - 7 years
- Hyderabad
- 5 years ago
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Job Description
Roles and Responsibilities
Statement of purpose
To train new recruits (agents) and ensure that they are equipped with the soft skills/ communication skills & Product knowledge required for the Operations floor
- Through Foundation & Product level training (ILT & VILT)
Summary of essential job functions
- To train on the FLE/PLE modules, to get multi skilled on the different modules
- Content creation and designing/ redesigning of modules
- Ensure right candidate is selected through voice testing/non voice recruitment process
- Client management as an SME from 247.ai should be able to handle client conversations on the product related concepts independently
Minimum requirements (Education Qualification & Work Experience)
- Bachelors degree
- Should have training / work experience in the call centre industry
- Excellent communication and cognitive abilities
- Exposure in technical training (added advantage)
Competency Requirements: [Technical & Behavioral]
- Must be adept in MS Office
- Facilitation Skills (certifications added advantage)
- Communicate effectively & assertively /able manage self and immediate clients (agents/operations/clients/supervisor)
Job Responsibilities
- To ensure the new agents come up the learning curve and are equipped with the skill sets required by training on the FLE & PLE modules
- Conduct induction as required
- To coach the agents on sales/ communication and equip them with the skills to handle live calls/ chats on the Operations floor to ensure they meet the metric targets.
- On the floor coaching
- Handle voice testing to ensure right quality of agents are being hired
- To conduct refresher / reset skill training for agents from the Operations floor
- To take on the responsibility of Lead Trainer for the process assigned to him/her
Performance Measures [Metrics for evaluating Job Holders]
- Pass % and Thruput%
- Attrition %
- No. of modules calibrated (multi / cross skilled)
- PPMG
Interested candidate share their profiles to sw********p@***.ai
Job Classification
Industry: BPO / Call CentreFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations, Role Category: TrainingRole: TrainingEmployement Type: FreshersEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Any Postgraduate in Any SpecializationDoctorate: Doctorate Not RequiredContact Details:
Company: 24/7 CustomerAddress: Prestige Tech Park,ground to 12th floor,Platina II, ,outer ring road,Kadubeesanahalli village varthur, hobli, BANGALORE, Karnataka, IndiaLocation(s): Hyderabad
24/7 Customer
[24]7 is redefining the way that companies interact with consumers. The companys customer engagement platform assists several hundred million visitors across all channels, and engages in 1.5 billion conversations annually, most of which are automated. Using [24]7 solutions, many of the worlds larges...
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