Communication Manager Training for Noida
- White Horse Manpower
- 10 Positions
- Noida, Gurugram
- 10 months ago
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Job Description
Position name: Communication Manager Training
Band: P1
Designation: Communication Manager Training
Job description and activities involved:
To motivate, develop and mentor team members in a dynamically changing environment
Manage group of communication coaches
Ability to plan training & refresher on communication
Ability to assess & set the priorities on daily basis - considering the expected volume of
engagements
Ability to quickly channelize the existing resources, if need be, into any of the internal
segments, basis the surge in the volume
Ability to prove Service Management Expertise for long pending cases, to ensure quick
closure of such engagements
Ability to understand & mitigate any concerns, which are causing delay in engagement
progressions
Must be able to coach & mentor the team on regular basis
Must be ready to pick-up & drive towards the smooth closure of escalated engagements
Must be able to draft & execute Achievement driven Incentive/Additional Incentive plans
for the team
Ability to drive the Training & Quality teams, by providing inputs - to eventually improve the
floor's performance
Ability to prepare & present SLA/KPI & other Metric driven Dashboards/Reports for Internal
& External reviews
Ability to prepare / update audit sheets as per the business / clients requirements
Should be able to lead Governance/Escalations calls with the Client
Educational Qualification required for the position.
As per SOW.
Functional Competencies and skill sets required for the position.
Should possess experience in to international Chat/Voice process, preferable Telco
experience
Experience in managing ISP Operations with relevant domain knowledge
Excellent Communication skills
Good command over spoken and written English
Candidate should be ready to work in a 24*7 environment
Should have a flair for Customer Service, Technical, Billing & Sales
Persuasive Speaking Skills- Able to understand customers needs and to add value to client
by selling aggregated values
Highly energetic and self-motivated- Able to keep himself with a positive attitude despite
customers objections
Customer Focus- Taking action to exceed Customer expectations. This includes asking
2
accurate questions, identify customer needs, summarize the steps to be taken, and
following up to ensure the Customer was satisfied with the results based on clients
individual needs
Multi-Tasking- Accurately & efficiently performing multiple responsibilities & frequently
moving from one activity to another without losing focus & without impacting client
satisfaction efficiently
Ownership- Taking responsibility for ones own actions and holding others accountable for
theirs; assuming responsibility for a job well done; being dependable, hardworking and
focused on doing whatever is necessary to get the job done; demonstrating a commitment
and pride in ones own work
Positive Attitude- Viewing the world in a positive and optimistic manner, rather than being
cynical, distrustful or pessimistic; looking for the positive side to every situation rather than
focusing on the negative
Problem Solving- Being able to resolve problems that involve people, things, and processes
requiring general logic and common sense. This may include gathering relevant information,
considering alternatives, and drawing logical conclusions based on facts
Processing Speed- Quickly interpreting and then responding to information. This includes
quickly understanding the meaning of information and then providing an appropriate
response
Quality Focus- Paying attention to and being able to identify small differences, mistakes or
defects. This also involves being able to know when something is wrong or is likely to go
wrong
Sales Focus- Influencing Customers decisions by creating an environment in which the
needs of the Customer are being matched to the products and services provided by the
person/organization; creating a positive impact on the Customer and persistently pursuing
business
Integrity- Possessing principles and values that guide one to behave in a fair and honest
manner; demonstrating sound business ethics; stepping forward and taking a stand for what
is right when made aware of unethical behavior by others
Relevant experience required for the position
As per SOW
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: IT Operations / EDP / MISFunctional Area: Not SpecifiedRole/Responsibilies: Communication Manager Training for NoidaContact Details:
Company: White Horse ManpowerLocation(s): Noida, Gurugram
Keyskills: service management resource allocation training leadership team management
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