Communications Trainer Ii

2 weeks ago

Pune Maharashtra, India Webhelp Full time

**Training & Quality**

**Location**
- Pune, India***

Job Title:
Communications Trainer II

**Job Description**:
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

- Monitor calls w.r.t. Communication and Soft Skills.
- Sample and evaluate language quality and communication skills. Provide feedback to advocates through call monitoring system and in-person to assist Team Leaders in development of front-line employees.
- Prepare and develop individual coaching plans, providing resources and assistance.
- Deliver, project and motivate advocates through effective coaching/training methodologies both in group and individual classroom dynamics.
- Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for advocates undergoing transition.
- Create clusters/quartiles based on the performance and improve bottom quartile movement.
- Participate in calibration sessions with Quality, Operations and Clients.
- Proactively implement best practices and add value across the process.
- Attend the TTT for client requirements
- Consistent alignment with operations by auditing calls, understanding needs, conducting refresher training.
- Provide Feedback to the New Hires on Soft Skills and basic grammar
- Participate in calibration of Trainers, QAs and Voice Coaches within the team
- Design & develop training processes (need identification to feedback and follow through) in consultation with the training teams
- Track and report improvement
- Sharing Q-Tips around soft skills and WOW customer service statements

Key skills & knowledge:

- Excellent communication skills (English).
- Ability to monitor and coach advisors on Language Skills which include sentence construction, grammar, rate of speech. clarity of speech, pronunciation of process specific words or soft skills
- Ability to give constructive, direct feedback to advisors concerning communication
- Ability to identify basic language issues and introduce effective means for improvement
- Good people management and Interpersonal Skills.
- Good knowledge of computers and MS Office (Excel, Power point).
- Good facilitation and presentation skills
- Analytical / Quantitative skills
- Planning and Decision making
- Ability to multi-task, prioritize and meet timelines
- Strong organizational and Presentation skills
- Ability to work under pressure and drive initiatives to closure
- Ability to deal with all levels of employees with different accents and dialects

Educational Qualification : Graduate -Any Specification

Disclaimer:
**Location**:
IND Pune - Tech Park One, Blk A, 6th & 7th

Language Requirements:
Time Type:
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