Deputy Manager – Voice

4 weeks ago

Noida, Uttar Pradesh, India HCLTech Full time

Job Summary:

We are seeking a dynamic and experienced Deputy Manager to lead the Voice & Accent training initiatives for our international voice process. The ideal candidate will be responsible for enhancing communication skills, ensuring linguistic accuracy, and driving customer satisfaction through effective training programs.

Key Responsibilities:

  • Voice & Accent Training:
  • Design and deliver comprehensive Voice & Accent training modules for new hires and existing employees.
  • Conduct refresher sessions and calibration workshops to maintain communication standards.
  • Evaluate trainees' performance and provide constructive feedback.
  • Process Improvement:
  • Collaborate with operations and quality teams to identify communication gaps and training needs.
  • Develop strategies to improve call quality and customer experience.
  • Team Management:
  • Mentor and guide trainers/voice Coaches to ensure consistent training/feedback delivery.
  • Monitor training effectiveness and make data-driven improvements.
    • Stakeholder Engagement:
    • Liaise with clients and internal stakeholders to align training goals with business objectives.
    • Participate in client calls and reviews to represent training outcomes.
    • Reporting & Documentation:
    • Maintain training records, performance reports, and feedback logs.
    • Maintain audit records, trends and coaching records.
    • Present training metrics and impact analysis to senior management.

Required Skills & Qualifications:

  • Bachelor's degree in any discipline (preferably in English, Communication, or related fields).
  • Minimum 7 years of experience in Voice & Accent training, with at least 2 years in a managerial or supervisory role.
  • Strong command over English language, phonetics, and neutral accent.
  • Excellent presentation, coaching, and interpersonal skills.
  • Familiarity with international customer service standards and cultural nuances.
  • Certification in Voice & Accent or related training programs is a plus.

Preferred Attributes:

  • Experience in BPO/KPO or international call center environments.
  • Ability to work in a fast-paced, target-driven setting.
  • Proficiency in training tools and LMS platforms.

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