Communication Coach OR Voice Coach For Gurgaon

3 days ago


Gurgaon, Haryana, India Wipro Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Communication Coach OR Voice Coach for Gurgaon

Exp : 3-5 Years

Location : Gurgaon

Shift Timing : US Shift-Night (Both Side Transport)

05 Days Week (Work from Office)

Job Description:

Designation: Assistant Manager

Job Description:

Reporting to a Talent Transformation Lead, the candidate will be accountable for the implementation of training strategies, plans, and processes to meet business objectives and provide floor support from a Communication/Soft Skill/Customer Interaction lens

Responsibilities:-

1. Planning

  • Working with Operation Team Managers, Sr. Service Managers, Practice Managers and other Assistant Managers for firming up on Quarterly key expectations on linguistics requirements
  • Planning audit/call monitoring approach for the span with segregation for BQ.MQ and TQ
  • Post collection of training needs from stake holders consolidating the overall requirements into coverage targets basis business units/ locations/ work streams etc.
  • Getting an agreement from the business on the proposed plan & on reporting as well as effectiveness measurement of linguistic support
  • Participating in internal and external client calibrations

2. Training Delivery & Floor Support

  • Training Delivery on Accent sensitization and neutralization on frequently used accents in the North Americas.
  • Display and apply working knowledge of British sensibilities in communication styles and language.(US vs UK vocabulary, Common Phrases, etc)
  • Apply and drive knowledge of various aspects of US culture in training curriculum as well as while designing floor support interventions.
  • Call monitoring and coaching for all colleagues in the span
  • Understand business requirements on voice, email and web chat requirements & lead/contribute to module creation and customization.
  • Use monthly mapping of monitored data/ colleague scores to create and execute a process specific floor support plan
  • Ongoing Learning & Training Needs Identification and Analysis
  • Conduct Regular Coaching and Feedback sessions
  • Handle day to day batch management
  • Measures pre and post-performance improvement of new batches as well as aligned colleagues from the businesses
  • Conduct Dsat analysis and RCA for customer surveys that are marked as Dsats
  • 60% floor availability required for real time roving support
  • Providing support through huddles, refreshers, statements, mailer campaigns and any other TNI/TNA based activitiy

3.MIS & Data Management

  • Creating & Maintaining participation reports (planned coverage vs no shows)
  • Monthly audit analysis and floor trend reporting. BQ performance reporting
  • Monthly and quarterly business reviews showcasing performance
  • Collation and analysis of Level one feedback from session and handling level 1 escalations from business around quality of programs
  • Analysis of the customer verbatim and reporting out a plan of action based on the same.

4. Stakeholder Management

  • Ensure that delivery expectations are clarified for any adhoc requests and business is informed of delays in advance
  • Keeping business informed about the performance and progress of the batch with regular updates/reports
  • Raising red flags in a timely manner to mitigate any delivery risks
  • Ensuring MBRs and QBRs happen regularly along with adhoc connects to keep your stakeholders posted about progress or red flags

5. Team Responsibilities

  • Openness to share and learn best practices from other HR colleagues
  • Focus on delivering as a team while executing individual responsibilities
  • Maintain schedule adherence (leave planning, shift timing, mobility across Noida & Gurgaon, batch schedules)
  • Openness to share/receive feedback and work on the same
  • Take & demonstrate ownership/accountability of assigned tasks

Additional Info:

  • Aptitude towards Quality Control (maintain Quality metrics as per client standards)
  • Facilitation Skills: Should possess excellent facilitation skills.
  • Mentor new hires and onboard them
  • Coaching and feedback skills: should possess excellent coaching and feedback skills
  • Excellent communication skills (both written and verbal)
  • Proficiency with MS Office, MS Excel Advanced, MS Word and Power Point
  • Has experience in reporting out data or creating dashboards.
  • Data analysis and RCA from a Communication support lens

Education and Experience

12 months in current role

  • Total work experience should be 4 years or more (after Graduation in any discipline)

Note : Looking for Immediate joiners or who can join within 15-20 days maximum. Interested candidates can share their CV's at or with Subject line-Job application for Communication Coach OR Voice Coach-Gurgaon



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