Teacher / Trainer Jobs - Bangalore - Talenthive

Principal Trainer

Talenthive

0 Years

Not disclosed

Expired

Posted: 01 Aug 16

Job Description

The voice/language/communication coach is responsible for evaluating agents to ensure that communication and language used is at acceptable standards.
Side by side/live call monitoring to be conducted, providing detailed feedback to the agents.
Responsible to coach the agents and to develop their communication styles & customer service skills (include sentence construction, grammar, rate of speech, clarity of speech, pronunciation of process specific words, or soft skills like call control)
Work closely with the unit to improve the performance of the bottom quartile in terms of C-Sat (customer service) scores
Motivating the agents to improve their service and voice quality and reiterating its importance.
Proficient in identifying gaps in the skills set of the agents and conduct refresher /remedial trainings on the top defect areas
Arranging initiatives and competitions with focus on voice and customer service quality.
Maintaining & Preparing Daily trackers, reports and Weekly/monthly dashboard for reviews.
Willingness to work 24/7 - needs to be comfortable with working in shifts
Strong written and Verbal Communication and Presentation skill
Good in Excel and MIS
Willing and proficient in designing and training on refresher modules
Ability to coach people on pronunciation, Sound Corruption, MTI, Customer Service skills
Tactful in handling difficult situations and people.
Ability to work under pressure and meet call monitoring targets. Training needs analysis; module preparation, revision and review; coaching
Performance evaluation of trainees. Should have experience in BPO industry