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Senior Trainer/Coach (Customer Service

Bengaluru, KA
Job Code:
  • Miscellaneous
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Job Details

Possess good knowledge of the Domain (V&A-US and Customer Service Skills)Proven Skills (Training, coaching and analysis)- Listen to calls (recorded/side-by-side) on the Production floor- Have worked in projects to improve Business goals, done some TNI in the domain ofVnA/Soft Skills- Developed Training material in the form of handouts, cheat sheets, contributed to manuals and modules- Conducted Customer Experience (Soft Skills / Voice and Accent) training while keeping trainees alert and motivated- Delivered training sessions in adherence with calendars, manuals and training schedules- Conducted coaching activities on the Production floor to improve or maintain Customer service and Communication skills of the associatesReporting- Provide weekly updates and reports to Customer Service Training Manager / L&D lead, and as defined, to Business Units / Learning AmbassadorsTeam related- Participate in Calibration sessions with Client / Internal QA / Ops team and conduct sessions to provide feedback to the associates- Lead Calibration sessions with employees and TLs on the floor to enable them to assess their own skills, gaps and quality of service- Coordinate closely with Operation team, counterparts and work collaboratively to achieve goalsConstant Improvement & Initiatives- Conduct Refresher training as per TNA (Training Need Analysis) within assigned processes- Develop action plans for the bottom quartile and ensure that they move up the learning curve by means of Special Coaching- Review & recommend improvement of training content on a quarterly basis- Take initiatives for improving efficiency/efficacy of Training and coaching Key Result Areas- Associates being trained/coached must achieve desired score on NPS / CSAT / Audits consistently for 3 months or more- Achieve Training Efficiency (level 3 improvement) at a minimum of 75% (Slabs defined thereafter)- Achieve Facilitation Evaluation thresholds identified- Conduct Refresher training as per TNA (Training Need Analysis) within assigned processes- Take initiatives for improving Operations performance- Timely and detailed reporting- Completion of Projects within the allotted deadlines- Performance of aligned BusinessQualifications- Qualification Graduate, or above, certification from ISTD/ASTD (optional)- 2years of work experience as a Trainer/Voice Coach (at least) Additional requirements/technical certifications-Thorough knowledge of the domain (VnA & Customer Service Skills)- Certified on Language / V&A skills/ Facilitation Skills by a recognized institute/organization-Experience in US Voice-and-Accent and Soft Skills / Customer Experience training- Experience in Coaching- Designing/redesigning (adding/editing) Training Curriculum- Experience in bottom-quartile training and other training-related projects Required skill set- Self Starter, efficient, and savvy- Excellent verbal and written communication skills- Excellent presentation/facilitation skills- Assertive and ability to manage demanding stakeholders- Detail orientation, abundant patience- Good Leadership and people management skills required- Strong computer skills, knowledge of MS Office with an emphasis on PowerPoint and Excel- Willingness to work in night shifts- Willingness to travel to different office on need basis as per business requirement
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-6


Shift Supervision | Soft Skills Training | Technical Process
Applying for this job will take you to an external site


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