Voice Coach

**International BPO - Communication Trainer (Voice Coach)**
- Lead and direct the learning culture and vision in new hire batches
- Develop/implement training programs for new hire agents.
- Floor Support & BQ Management, Train on Neutralization of accent ,Cultural ,Behavioral Training
- Support the Learning manager by providing development to the on-site front line in order to deliver business objectives.
- Manage training programs and the learning experience for adult learners in a site.
- Support development programs.
- Recruit, hire, train, manage, appraise, and develop a team of trainees to enable them to progress effectively.
- Provide direction in finding creative solutions for the training and development of people, through a variety of different learning methods including mentoring and coaching.
- Supervise the day-to-day activities of the trainees and Frontline ensuring that they are highly motivated, can demonstrate skills in their positions and provide excellent training with long-term positive results.
- Design learning strategies to fill needs as identified through analysis and in partnership with the Site Quality Team.
- Conduct most complex training classes.
- Develop evaluation and validation instruments to collect and interpret data, assessing program needs and training program effectiveness.
- Identify skill and knowledge requirements for agents through analysis of data from multiple sources.
- Develop standards for monitoring Agents/Advisors.
- Ensure that feedback programs provide Agents/Advisors with guidance to correct problems.
- Establish client contacts to gain knowledge and provide support in the development of training material when needed and appropriate.
- Actively pursue self-improvement opportunities.

**Education (if beyond High School or equivalent**:

- Degree, professional qualification or equivalent directly related work experience.

**Experience Target**:

- 2-3 years proven success as an internal/external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment.
- Solid understanding of training processes and practices for adult learners. Experience in benchmarking HRD best practices.

**Skills**:

- Background in MCP - minimum 2000 and/or Windows XP and 2003.
- Proven client relationship skills.
- Well-developed consultancy skills.
- Delivering and facilitating learning and development interventions.
- Proven ability to use IT competencies and skills to analyze client needs and agree on client specifications for learning content/materials.
- Ability to design and evaluate learning material - create a facilitators guide and participants material to support technical programs.
- Experience in coaching, mentoring and developing others in a complex, fast paced environment.
- Results driven to achieve key objectives at a corporate and site level.
- A strong problem solver and researcher with the emotional and intellectual resilience to make key decisions.
- Excellent interpersonal, organization and time management skills.
- Excellent listening, oral, and written communication skills.
- Ability to deliver both UK and US content

**Knowledge/Abilities**:

- Strong background in Customer Service industry (call center preferred, but not essential).
- Good judgment and the ability to express thoughts clearly and simply.
- Special Certifications (if appropriate--identify if required to perform the job or just preferred):

- Training and Development qualifications strongly preferred.
- Travel Required (typical % of time, scope of travel (in country, international), transportation mode, special issues):

- Some travel and overnight stays (in country) required to support other sites.

Pay: Up to ₹800,000.00 per year

**Benefits**:

- Cell phone reimbursement
- Commuter assistance
- Flexible schedule
- Food provided
- Health insurance
- Internet reimbursement
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund

**Education**:

- Higher Secondary(12th Pass) (required)

**Experience**:

- Communication Training: 2 years (required)

**Location**:

- Navi Mumbai, Maharashtra (preferred)

Willingness to travel:

- 100% (preferred)

Work Location: In person