Assistant Manager Training

We are looking for Trainer-Communication Coach (VNA) for Gurgaon location.
Looking for the candidates who has prior experience in UK Process (Training-Voice Coach).
Experience : 3-5 Years
Job Location : Gurgaon-Udyog-Vihar
Shift Timing : UK Shift (Ready to work in shifting schedule)
Transport : 01 Side transport (Drop Only)
JOB DESCRIPTION :
India Customer Care | Job Descriptor – TD Communication Coach
Wipro Designation: Asst. Manager
Wipro Band: B2
Reporting to a Talent Transformation Lead, the candidate will be accountable for the implementation of training strategies, plans, and processes to meet business objectives and provide floor support from a Communication/Soft Skill/Customer Interaction lens
Responsibilities:-
1. Planning
Working with Operation Team Managers, Sr. Service Managers, Practice Managers and other Assistant Managers for firming up on Quarterly key expectations on linguistics requirements
Planning audit/call monitoring approach for the span with segregation for BQ.MQ and TQ
Post collection of training needs from stake holders consolidating the overall requirements into coverage targets basis business units/ locations/ work streams etc.
Getting an agreement from the business on the proposed plan & on reporting as well as effectiveness measurement of linguistic support
Participating in internal and external client calibrations
2. Training Delivery & Floor Support
Training Delivery on Accent sensitization and neutralization on frequently used accents in the North Americas.
Display and apply working knowledge of British sensibilities in communication styles and language.(US vs UK vocabulary, Common Phrases, etc)
Apply and drive knowledge of various aspects of US culture in training curriculum as well as while designing floor support interventions.
Call monitoring and coaching for all colleagues in the span
Understand business requirements on voice, email and web chat requirements & lead/contribute to module creation and customization.
Use monthly mapping of monitored data/ colleague scores to create and execute a process specific floor support plan
Ongoing Learning & Training Needs Identification and Analysis
Conduct Regular Coaching and Feedback sessions
Handle day to day batch management
Measures pre and post-performance improvement of new batches as well as aligned colleagues from the businesses
Conduct Dsat analysis and RCA for customer surveys that are marked as Dsats
60% floor availability required for real time roving support
Providing support through huddles, refreshers, statements, mailer campaigns and any other TNI/TNA based activitiy
3.MIS & Data Management
Creating & Maintaining participation reports (planned coverage vs no shows)
Monthly audit analysis and floor trend reporting. BQ performance reporting
Monthly and quarterly business reviews showcasing performance
Collation and analysis of Level one feedback from session and handling level 1 escalations from business around quality of programs
Analysis of the customer verbatim and reporting out a plan of action based on the same.
4. Stakeholder Management
Ensure that delivery expectations are clarified for any adhoc requests and business is informed of delays in advance
Keeping business informed about the performance and progress of the batch with regular updates/reports
Raising red flags in a timely manner to mitigate any delivery risks
Ensuring MBRs and QBRs happen regularly along with adhoc connects to keep your stakeholders posted about progress or red flags
5. Team Responsibilities
Openness to share and learn best practices from other HR colleagues
Focus on delivering as a team while executing individual responsibilities
Maintain schedule adherence (leave planning, shift timing, mobility across Noida & Gurgaon, batch schedules)
Openness to share/receive feedback and work on the same
Take & demonstrate ownership/accountability of assigned tasks
Additional Info:
Aptitude towards Quality Control (maintain Quality metrics as per client standards)
Facilitation Skills: Should possess excellent facilitation skills.
Mentor new hires and onboard them
Coaching and feedback skills: should possess excellent coaching and feedback skills
Excellent communication skills (both written and verbal)
Proficiency with MS Office, MS Excel Advanced, MS Word and Power Point
Has experience in reporting out data or creating dashboards.
Data analysis and RCA from a Communication support lens
Education and Experience
12 months in current role
Total work experience should be 4 years or more (after Graduation in any discipline)
Note : Looking for immediate joiners only or who can join within 30 days. Interested candidates can share their CV's directly at

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