Communications Trainer Ii - Pune, Maharashtra, India - Webhelp
Description
Training & Quality
Location
- Pune, India***Job Title:Communications Trainer II
Job Description:
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance.
We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Role and Key Responsibilities:
- Monitor calls w.r.t. Communication and Soft Skills.
- Sample and evaluate language quality and communication skills. Provide feedback to advocates through call monitoring system and inperson to assist Team Leaders in development of frontline employees.
- Prepare and develop individual coaching plans, providing resources and assistance.
- Deliver, project and motivate advocates through effective coaching/training methodologies both in group and individual classroom dynamics.
- Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for advocates undergoing transition.
- Create clusters/quartiles based on the performance and improve bottom quartile movement.
- Participate in calibration sessions with Quality, Operations and Clients.
- Proactively implement best practices and add value across the process.
- Attend the TTT for client requirements
- Consistent alignment with operations by auditing calls, understanding needs, conducting refresher training.
- Provide Feedback to the New Hires on Soft Skills and basic grammar
- Participate in calibration of Trainers, QAs and Voice Coaches within the team
- Design & develop training processes (need identification to feedback and follow through) in consultation with the training teams
- Track and report improvement
- Sharing Q-Tips around soft skills and WOW customer service statements
Key skills & knowledge:
- Excellent communication skills (English).
- Ability to monitor and coach advisors on Language Skills which include sentence construction, grammar, rate of speech. clarity of speech, pronunciation of process specific words or soft skills
- Ability to give constructive, direct feedback to advisors concerning communication
- Ability to identify basic language issues and introduce effective means for improvement
- Good people management and Interpersonal Skills.
- Good knowledge of computers and MS Office (Excel, Power point).
- Good facilitation and presentation skills
- Analytical / Quantitative skills
- Planning and Decision making
- Ability to multitask, prioritize and meet timelines
- Strong organizational and Presentation skills
- Ability to work under pressure and drive initiatives to closure
- Ability to deal with all levels of employees with different accents and dialects
Educational Qualification :
Graduate -Any Specification
Disclaimer:
Location:
IND Pune - Tech Park One, Blk A, 6th & 7th
Language Requirements:
Time Type:
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