Training And Communications Manager

5 days ago

Noida, India TP Full time
  • Designs training & test modules based on communication training programs.
  • Conduct new hire communication training and assessments.
  • Coach and mentor agents to improve spoken English, grammar, pronunciation, fluency and soft skills.
  • Ensures that Quality, CSAT, Resolution scores for the batch meets the defined norms within the first month of production
  • Conducts interviews & coordinates with HR for recruiting trainers / trainees
  • Ensure 100percent adherence on client driven SOP & BEST T&D compliance
  • Manage a team of trainers and prepare them through TTT/ Platform skills certification
  • Liaises with Central MIS / Admin dept / HR / Payroll for training resource availability
  • Coordinates with all stakeholders to ensure New Hire training process runs effectively
  • Prepare and attend all business / client reviews& work on the action plans to improve business performance
  • Understanding of root cause analysis & reasons to better performance
  • Interacts with IT team for creation and deletion of Ids for new team members
  • Process Excellence and Process Improvement Initiatives
  • Engaging Communication
  • Coaches & Develops Others
  • Support and monitor new trainees during the OJT (On the Job Training) period
  • Create new product specific sales training curriculum
  • Knowledge of training ideologies (Kirkpatrick model, KSA, TNA, TNI etc)

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