Vna Trainer

**Roles and Responsibilities**
- Hands-on experience in Voice and Accent training
- Train new hires and existing for enhancing communication skills, soft skills, phone etiquettes, customer service.
- Up-skill existing employees from the floor
- Actively involved in TNI & TNA to cater to business needs
- Develop content for basis the learning needs of the training batch
- Monitor calls on Communication, Soft Skills, and Customer Service Parameters.
- Provide Coaching & Feedback to enhance agent performance.
- Analyse Audit data, Compliance, Communication related data.
- Prepare & Implement action plans.
- Analyse the Coaching / Training needs of the agents & support them in delivery.
- Participate in calibrations to ensure consistent scoring & feedback delivery approach.
- Support floor Training Initiatives: Resolution & Communication /Vitality Trainings/ etc.
- Develop Action plans and report out the improvement process in business reviews.
- Plan & run campaigns to drive Awareness/Improvements on Customer Service, Communication & Call Handling

**Education & Experience**
- Graduates
- 3+ years of experience in contact center.
- 2+ years of experience as a VNA/Soft Skills trainer in contact center (Customer sales and service training experience)
- Excellent communications & presentation skills (oral and written), as well as ability to motivate, teach and inspire staff
- Customer Service Attitude.
- Good understanding of CEC Audit & Coaching process.
- Presentation, Feedback & Coaching skills.
- Technical knowledge of English communication - intonation, syllable, punctuation etc.
- Conflict resolution skills.
- Operational knowledge of MS Office: Excel, Word and PowerPoint
- Good Understanding of training principles, metrics and delivery parameters.
- Strong analytical and decision making skills.
- TTT Certified

**Salary**: ₹100,000.00 - ₹500,000.00 per year

Schedule:

- Day shift

Ability to commute/relocate:

- Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Teaching: 3 years (preferred)
- total work: 3 years (preferred)

**Language**:

- English (preferred)

**Speak with the employer**

+91-XXXXXXXXXX