Why CyberTech
Home|Why us|Careers|Job Details
Trainer - Voice Coach
Location
Thane
Experience
1 Year to 4 Years
No.of positions
1
Education
Any Graduate
Apply for This Position
Job Description
  • Conduct detailed Voice & Accent and culture training (US clients) and coordinate New Hire, Progression & Enhancement Training activity.
  • To be able to coach new hires/existing staff on their communication skills , soft skills, rapport building, telephone etiquette and monitor their progress
  • Conduct Communication / Customer Service Intervention during Nesting
  • Responsible for the delivery and evaluation of soft training on all aspects of client training; to prepare learners
  • To perform job functions within predetermined KPIs/ performance standards.
  • Content Development
  • Provide Coaching & Feedback and supervision during OJT/Nesting period
  • Support OJT/Nesting period by observing, measuring and monitoring learners as needed.
  • Develop non-classroom communication and training materials for eg handouts etc.
  • Monitor calls on Communication, Soft Skills, and Process & Compliance Parameters.
  • Provides Coaching & Feedback to enhance agent performance.
  • Listen to calls (recorded/side-by-side) on the Production floor
  • Conduct voice coaching activities on the Production floor to improve or maintain Communication skills of the associates
  • Develop action plans for the bottom quartile and ensure that they move up the learning curve by means of Special Coaching
  • Analyze Audit data, Compliance, Communication & Process related data. Prepare & Implement action plans
  • Take initiatives for improving Operations performance
  • Conduct Refresher training as per TNA (Training Need Analysis) within assigned processes
  • Review & recommend improvement of training content on a quarterly basis
Technical Skills
  • Excellent written and verbal communication skills in English
  • Presentation feedback and coaching skills.
  • Should possess high aptitude for providing quality Customer Service.
  • Strong analytical skills with an eye for detail.
  • Ability to take Initiatives
  • Proficiency in MS-Office.
  • Ability to work during all shifts
  • Should possess prior experience in US Communication training
Certifications
Language Skills
Shift Timings
Apply for This Position
TOP