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Voice & Accent Trainer - Thane - Cybertech @ Cybertech Systems

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 Voice & Accent Trainer - Thane - Cybertech

Job Description

Job Profile
* Conduct detailed Voice & Accent and culture training (US clients) and coordinate New Hire, Progression & Enhancement Training activity
* To be able to coach new hires/existing staff on their communication skills , soft skills, rapport building, telephone etiquette and monitor their progress
* Conduct Communication / Customer Service Intervention during Nesting
* Responsible for the delivery and evaluation of soft training on all aspects of client training; to prepare learners
* To perform job functions within predetermined KPIs/ performance standards.
* Content Development
* Provide Coaching & Feedback and supervision during OJT/Nesting period
* Support OJT/Nesting period by observing, measuring and monitoring learners as needed.
* Develop non-classroom communication and training materials for eg handouts etc.
* Monitor calls on Communication, Soft Skills, and Process & Compliance Parameters.
* Provides Coaching & Feedback to enhance agent performance.
* Listen to calls (recorded/side-by-side) on the Production floor
* Conduct voice coaching activities on the Production floor to improve or maintain Communication skills of the associates
* Develop action plans for the bottom quartile and ensure that they move up the learning curve by means of Special Coaching
* Analyze Audit data, Compliance, Communication & Process related data. Prepare & Implement action plans
* Take initiatives for improving Operations performance
* Conduct Refresher training as per TNA (Training Need Analysis) within assigned processes
Review & recommend improvement of training content on a quarterly basis

Technical Skills
* Excellent written and verbal communication skills in English - Voice & Accent Training
* Presentation feedback and coaching skills.
* Should possess high aptitude for providing quality Customer Service.
* Strong analytical skills with an eye for detail.
* Ability to take Initiatives
* Proficiency in MS-Office.
* Ability to work during all shifts
* Should possess prior experience in US Communication training

Desirable Skills
* Preferably V&A certified trainer
* MBA HR - will be an added advantage

Experience 2+ Years

Qualification Any Graduate

Job Location Thane

Position Vacant 1

Shift Timing Night Shift

Perks and Benefits

Best Industry Standards

Job Classification

Industry: IT-Software, Software Services
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Training
Role: Training
Employement Type: Freshers

Education

Under Graduation: Any Graduate in Any Specialization
Post Graduation: MBA/PGDM in HR/Industrial Relations
Doctorate: Doctorate Not Required

Contact Details:

Company: Cybertech Systems and Software Ltd
Location(s): Mumbai

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Keyskills:   IDOCS SAP SAP ABAP OOPS Consulting Ricef Workflow Enhancements Badi User Exits Hana ABAP

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Cybertech Systems

Cybertech Systems and Software Ltd

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