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Vna Trainer - Hyderabad, India - Doctorvi

Doctorvi

Verified Company

Hyderabad, India

1 month ago

Posted by:

Deepika Kaur

beBee Recuiter

Roles and Responsibilities

Handson experience in Voice and Accent training
Train new hires and existing for enhancing communication skills, soft skills, phone etiquettes, customer service.
Upskill existing employees from the floor
Actively involved in TNI & TNA to cater to business needs
Develop content for basis the learning needs of the training batch
Monitor calls on Communication, Soft Skills, and Customer Service Parameters.
Provide Coaching & Feedback to enhance agent performance.
Analyse Audit data, Compliance, Communication related data.
Prepare & Implement action plans.
Analyse the Coaching / Training needs of the agents & support them in delivery.
Participate in calibrations to ensure consistent scoring & feedback delivery approach.
Support floor

Training Initiatives:
Resolution & Communication /Vitality Trainings/ etc.

Develop Action plans and report out the improvement process in business reviews.
Plan & run campaigns to drive Awareness/Improvements on Customer Service, Communication & Call Handling

Education & Experience

Graduates
3+ years of experience in contact center.
2+ years of experience as a VNA/Soft Skills trainer in contact center (Customer sales and service training experience)
Excellent communications & presentation skills (oral and written), as well as ability to motivate, teach and inspire staff
Customer Service Attitude.
Good understanding of CEC Audit & Coaching process.
Presentation, Feedback & Coaching skills.
Technical knowledge of English communication intonation, syllable, punctuation etc.
Conflict resolution skills.
Operational knowledge of MS Office: Excel, Word and PowerPoint
Good Understanding of training principles, metrics and delivery parameters.
Strong analytical and decision making skills.
TTT Certified