Communication Skills Trainer
- IntouchCX
- 1 - 3 years
- Hyderabad
- 5 months ago
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Job Description
About the Job We are seeking a Communications Skills Trainer to conduct soft skills and language training for new hires based on the roadmaps defined.The ideal candidate will also carry out floor support interventions.
As Communication Skills Trainer, You Will Deliver sessions for new hires, tenured employees, and cross-functional teamsSupport production associates on a real time basisMonitor voice and digital interactions live and provide timely responses that defuse customer dissatisfactionWork with associates in Academy BayEvaluate customer and associate interactions on the stipulated Evaluation form and score the associates basis their performance on soft skills and resolution (If need be)Study top performers customer interactions and disseminate best practices across the accountCollates WOW chats for future referenceProvide timely feedback either to the associates or to their TLs emailing a copy to the participants and stakeholdersDocument feedback and evaluations on associate customer interactionsPublish scores of the groups that the trainer is working withConduct small group training sessionsConduct call listening and chat & email readout sessions for the associatesRecommend remedial and refresher courses to be assigned basis associates performance on the floorFlag off EWS to the stakeholders if there are anyParticipate in weekly business reviews and provide inputs asked forRoll out knowledge checks once a monthPrepare worksheets and other job-aids for associates referenceConduct Dsat analysis from the language and soft skills perspectivePrepare and publish weekly report with effort and outcomesMaintain a repository of suggested responses mandatorily for review and dissipationAssess prospective candidates/employees on language proficiency As Communication Skills Trainer, You Have 1 to 3 years of relevant domain experience is compulsoryPost-secondary degree & above is preferredAvailable to work in weekendsCommitment to work in any site in HyderabadExcellent facilitation skillStrong knowledge in English grammarStrong verbal and spoken proficiency in EnglishAbility to handle a class of 20 to 50 TraineesIntermediate to Advanced level proficiency in Google Suite and Windows Operating SystemTyping speed of 35 WPM with a minimum of 95% accuracyA positive work ethic and commitment to the tasks assignedAdaptability to trends within the organizationCompliancy to the organizational policies and standardsFlexible availability during business exigencies
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Non Voice - OtherEmployement Type: FreshersContact Details:
Company: IntouchCXLocation(s): Hyderabad+ View Contact
Keyskills: Language training Typing speed Windows Production Associate Monitoring
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