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Communications Trainer II


Concentrix


Location

Pune | India


Job description

Monitor calls w.r.t. Communication and Soft Skills.

Sample and evaluate language quality and communication skills. Provide feedback to advocates through call monitoring system and in-person to assist Team Leaders in development of front-line employees.

Prepare and develop individual coaching plans, providing resources and assistance.

Deliver, project and motivate advocates through effective coaching/training methodologies both in group and individual classroom dynamics.

Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for advocates undergoing transition.

Create clusters/quartiles based on the performance and improve bottom quartile movement.

Participate in calibration sessions with Quality, Operations and Clients.

Proactively implement best practices and add value across the process.

Attend the TTT for client requirements

Consistent alignment with operations by auditing calls, understanding needs, conducting refresher training.

Provide Feedback to the New Hires on Soft Skills and basic grammar

Participate in calibration of Trainers, QAs and Voice Coaches within the team

Design & develop training processes (need identification to feedback and follow through) in consultation with the training teams

Track and report improvement

Sharing Q-Tips around soft skills and WOW customer service statements

Key skills & knowledge:

Excellent communication skills (English).

Ability to monitor and coach advisors on Language Skills which include sentence construction, grammar, rate of speech. clarity of speech, pronunciation of process specific words or soft skills

Ability to give constructive, direct feedback to advisors concerning communication

Ability to identify basic language issues and introduce effective means for improvement

Good people management and Interpersonal Skills.

Good knowledge of computers and MS Office (Excel, Power point).

Good facilitation and presentation skills

Analytical / Quantitative skills

Planning and Decision making

Ability to multi-task, prioritize and meet timelines

Strong organizational and Presentation skills

Ability to work under pressure and drive initiatives to closure

Ability to deal with all levels of employees with different accents and dialects

Educational Qualification : Graduate -Any Specification


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