Communication Coach

2 weeks ago

Noida, India DemandX Full time

Position Title:

Communications Trainer

Department:

Training and Development

Location:

Noida

Working time :

7pm - 4am (5 Days working)

Employment Type:

Full-Time

About Us:

DemandX is a vertically integrated case acquisition solution for law firms. We combine marketing, technology and intake to generate cases at scale

Job Summary:

The Voice and Accent Trainer will be responsible for enhancing the communication skills of contact center agents, focusing on voice modulation, accent neutralization, pronunciation, and overall language proficiency. The trainer will develop and deliver training programs that improve the agents' ability to interact effectively and professionally with customers from diverse backgrounds.

Key Responsibilities:

  • Training Delivery:
  • Conduct communication training sessions for new hires and existing employees.
  • Develop and implement customized training programs to meet the specific needs of the contact center.
  • Use various training methods, including classroom sessions, workshops, and one-on-one coaching.
  • Curriculum Development:
  • Design and update training materials, including manuals, presentations, and exercises.

  • Create assessments to measure the effectiveness of training programs and identify areas for improvement.

  • Assessment and Feedback:

  • Evaluate trainees' progress through regular assessments, recordings, and live call monitoring.
  • Provide constructive feedback and guidance to help agents improve their communication skills.
  • Continuous Improvement:
  • Stay updated with the latest trends and best practices in voice and accent training.
  • Continuously review and enhance training programs to ensure they remain relevant and effective.
  • Collaboration:
  • Work closely with team leaders and quality assurance to identify training needs and performance gaps.
  • Collaborate with the HR department to integrate voice and accent training into the overall training strategy.
  • Reporting:
  • Maintain training records and prepare reports on training activities, progress, and outcomes.
  • Monitor the impact of training programs on agent performance and customer satisfaction.

Qualifications:

  • Education:

Bachelor's degree
- Experience:
- At least 3 years of proven experience  as a communications / voice and accent trainer.
- Experience in an international BPO is preferred.
- Must have supported US customers
- Skills:
- Excellent command of English, including grammar, pronunciation, and fluency.
- Strong understanding of different accents and the ability to teach accent neutralization.
- Effective training and presentation skills.
- Strong interpersonal and communication skills.
- Ability to motivate and inspire trainees.
- Technical Proficiency:

Familiarity with training tools and software, including e-learning platforms, is a plus.

Personal Attributes:

  • Ability to understand trainees' challenges and provide supportive guidance.
  • Ability to adjust training methods based on the needs of different learners.
  • Keen ear for nuances in speech and the ability to correct them effectively.
  • Enthusiasm for helping others improve their skills and achieve their potential.

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