Communications Trainer
- Concentrix
- 2 - 5 years
- Hyderabad
- 3 months ago
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Job Description
Role & Key Responsibilities:
- Monitor and evaluate calls/chat on language quality and communication skills.
- Provide coaching & feedback in person basis the observations from call/chat monitoring and to assist Ops-TL in development of Agents
- Prepare and develop individual Coaching Plans, providing resources and assistance.
- Implement effective Coaching / Training methodologies to individual / group in dynamic training environment i.e. Virtual & Classroom
- Create clusters / quartiles based on the performance and improve bottom quartile movement on Comms Skills.
- Participate in Calibration sessions along with Quality, Operations and Clients.
- Proactively implement best practices and add value to the process.
- Attending TTT (Train the Trainer) basis new Product update / Process change and build / amend content accordingly.
- Conducting Comms Sessions on Soft Skills / Language / Customer Service etiquette for NH Agents as part of the NH Training Program
- Creating & sharing Q-Tips around soft skills and WOW customer service statements
- TNA / TNI: Coordinate with Quality / Ops Team to Design & Develop training programs basis the TNA / TNI for conducting refresher sessions.
- Create and maintain Training Reports for different Stakeholders.
Key Skills and knowledge: -
- Excellent oral and written English communication skills
- 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
- Excellent facilitation and presentation skills
- Willing to work in rotational shift.
- People Management and Interpersonal Skills.
- Good knowledge of computers and MS Office (Excel, Power point)
- Analytical / Quantitative skills and Effective Time Management
- Planning and Decision making
- Ability to drive initiatives to closure.
- Rich Experience in handling International Customer Service Process as comm trainer is a critical requirement.
- 2-3 years min experience as Comm /Soft skills trainer supporting International Customer service clients.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Teaching & TrainingRole Category: Corporate TrainingRole: Communication TrainerEmployement Type: FreshersContact Details:
Company: ConcentrixLocation(s): Hyderabad
Keyskills: Soft Skills Training Accent Training Soft Skills English Language Training Communication Training VNA Leadership Training Voice And Accent Training Voice And Accent Grammar Corporate Training Language Training
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Concentrix
Founded in 1976, CGI is among the largest IT and business consulting services firms in the world. Operating in hundreds of locations across the globe, CGI delivers end-to-end services and solutions, including strategic IT and business consulting, systems integration, intellectual property, and manag...
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