Coach and Master Trainer

5 days ago

Mumbai, India Tronbo Full time

**WORK FROM HOME**

About The Role

This role is responsible to support the development and implementation of Communication Capability and practices including voice and written skills. Effectively deliver communication and customer service skills through training and coaching for new-hire and existing staff. Help support various functions as Communication SME promoting awareness about customer handling skills. The role will also be responsible for leading the team that handles all communication and customer service skills training and coaching activities for CSO.
- Establish the Coaching frameworks in the respective businesses.
- Train & Coach staff on communication and customer service skills.
- Supervise the team in managing all relevant assessments, training and coaching that targets development of communication and customer service skills.

What Will Your Day Look Like

Your key priorities and responsibilities include:

- Soft skill training for new entrants to build a comprehensive Voice Capability model within the business
- Ensure call monitoring, coaching and training is tracked effectively.
- Ensure coaching/training is delivered efficiently and is linked to business priorities
- Ensure coaching/training is completed within timelines and cost parameters
- Coordinate, execute and coach/train staff on communication and customer service skills
- Co-ordinate and deliver coaching/training in an effective and engaging manner
- Ensure timely feedback is sought and continuous improvement is established
- Encourage a culture of empowerment and accountability, where staff take responsibility for customer centricity and quality customer call interaction
- Design and create voice and written skills training module customized to ANZ/Business environment and learning framework
- Support voice and written certifications and training for staff

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

- Mandatory - Any Graduate with excellent communication skill with minimum of 5-10 years of total experience and around of 2-5 years of experience as a Voice/Soft Skill Trainer.
- Effective interpersonal and communication skills.
- Strong communicating, Mentoring / Coaching skills
- Delivers effective training to improve competency
- Exposure to leadership/developmental training would be an added advantage
- Banking Knowledge will be an added advantage.

Pay: ₹12,233.80 - ₹43,285.67 per month

Schedule:

- Day shift
- Morning shift

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