- 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
- 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
- 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
- Work in company
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Voice Coach - Greater Bengaluru Area - HGS
Description
Job Description
Role – Pre-Process Trainer / Voice Coach
What we're looking for
Technical Requirements
Responsibilities:
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