Voice Coach - Greater Bengaluru Area - HGS

    HGS
    HGS Greater Bengaluru Area

    4 days ago

    Upper Management / Consulting
    Description

    Job Description

    Role – Pre-Process Trainer / Voice Coach

    What we're looking for

    • Good knowledge and hands-on experience in Language Training and Coaching
    • Strong verbal and written communication skills, with ability to confidently speak with clients directly
    • Customer-oriented, and capable of providing high levels of client satisfaction
    • Able to facilitate soft skills & language knowledge to new hires and has basic awareness of adult learning principles
    • Able to manage groups
    • Ability to give feedback and coach
    • Passionate about training
    • Self-motivated, enthusiastic, and able to handle multiple support cases

    Technical Requirements

    • Good communication skills
    • Have technical knowledge of English communication - intonation, syllable, punctuation, parts of speech etc
    • Willing to work in rotational night shifts (5 days working)
    • Should have experience of working as a voice coach for an international voice process
    • Good knowledge on customer service and call handling skills
    • Willing to work with operations to understand the coaching opportunities
    • Needs to possess presentation, feedback & coaching skills to conduct new hire training
    • Monitor calls and do SBS to improve Communication & Soft Skills of the technicians
    • Provide Coaching & Feedback to enhance agent performance on C-Sat
    • Prepare and implement action plans
    • Analyze the Coaching / Training needs of the agents & support them in delivery
    • Participate in calibrations to ensure consistent scoring & feedback delivery approach

    Responsibilities:

    • Deliver new hire training on technical knowledge
    • Manage the minimum guaranteed performance level to deliver proficient techs to the operations floor
    • Liaison with ER, Ops and Quality teams for engagement, language checks and other support
    • Handling and delivering the agreed communication during the OJT
    • Creation and publication of training and mentoring reports up to 30 days in production
    • Understand the language/terms/jargon in his/her area of expertise
    • Act as the "go to" person within a department or function for questions and problems within his/her area of expertise
    • Engaging with Ops and Quality to understand process updates and challenges to deliver the most updated agenda during the training
    • Provide feedback and coach low or non-performing agents
    • Training content creation
    • Conduct refresher

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Voice coach