Assistant Manager Training
3 weeks ago
We are seeking a highly skilled Trainer-Communication Coach (VNA) for our Gurgaon location.
The ideal candidate will have prior experience in the UK Process, specifically in training and voice coaching.
Requirements:
- 3-5 years of experience in a related field
- Familiarity with UK Process and linguistics requirements
- Excellent communication and facilitation skills
- Ability to work in a shifting schedule and travel
Responsibilities:
Planning- Work with Operation Team Managers to plan quarterly key expectations on linguistics requirements
- Develop audit and call monitoring approaches for the span, segregating BQ.MQ and TQ
- Consolidate training needs from stakeholders into coverage targets based on business units, locations, and work streams
- Ensure agreement from business on proposed plans and reporting
- Participate in internal and external client calibrations
- Deliver training on accent sensitization and neutralization
- Display working knowledge of British sensibilities in communication styles and language
- Apply knowledge of US culture in training curriculum and floor support interventions
- Call monitoring and coaching for all colleagues in the span
- Understand business requirements on voice, email, and web chat requirements
- Create and maintain participation reports
- Analyze monthly audit data and floor trends
- Report performance metrics to business
- Collate and analyze customer verbatim
- Clarify delivery expectations with ad-hoc requests
- Keep business informed of performance and progress
- Raise red flags to mitigate delivery risks
- Share best practices with HR colleagues
- Focus on team deliverables while executing individual responsibilities
- Maintain schedule adherence
- Openness to feedback and learning
Additional Requirements:
- Aptitude towards quality control
- Facilitation skills
- Mentorship and coaching abilities
- Excellent communication and MS Office skills
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