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Communication Coach & Process Trainer

Keywords / Skills : Process Trainer, Product Trainer, Soft Skills Trainer, Communication Coach, bpo trainer, Bpo Training, L&D, Learning & Development

1 - 11 years
Posted: 2019-01-22

Job Description
Role Brief:
  • Independently handle Soft Skills and Communications Coach training projects specifically for a Voice and Non-Voice Email based domain. 
  • Liaise with managers to determine training needs and schedule training sessions 
  • Must use Brain Based Learning techniques within classroom - Willing to teach, must be willing to learn 
  • Design effective training programs 
  • Conduct training sessions, workshops, one-on-one coaching etc 
  • Prepare educational material such as module summaries, videos etc – Willing to teach, must be willing to learn 
  • Must have experience in developing curriculum and training modules from scratch. 
  • Analyze tickets based on Communication, Style, Grammar and Empathic Customer Service. 
  • Identify the Training needs of the agents. 
  • Provide feedback to enhance Agent Performance. 
  • Work closely with operations to assess floor needs 
  • When needed, being available to learn project specifics for multiple projects– May require overtime 
  • Provide training on Grammar, Soft Skills & Empathy; to turn around the quality level of the agents. 
  • Suggest calibrations to ensure consistent scoring.
Candidate Preference: 
Education –
Commerce Graduate/ Post-Graduate

Desired Experience –
3 to 6 Years

Desired Skills –
  • Previous experience in training or coaching agents - Coaching agents can be one-on-one, mentoring, SME, or delivering updates to a group or team of people 
  • Excellent written and verbal communication skills 
  • Excellent knowledge of English communication articles, singular/plural, active/passive voice, punctuation etc 
  • Understanding of effective teaching methodologies and tools – Willing to teach, must be willing to learn 
  • Willingness to keep abreast of new techniques in corporate teaching 
  • Proficient in MS Office (esp. PowerPoint, Excel); e-learning software is an asset – Willing to teach, must be willing to learn 
  • Phenomenal communication, presentation and public speaking skills 
  • Flexible in schedule – Must be okay to work nights 
  • Flexible in handling multiple task at once 
  • Able to write a WOW response for their project specific criteria’s - Personalization 
  • Able to write clear and concise sentences – Grammar 
  • Has patience to teach others – Understands the DISC Model 
  • Willingly will do tickets/Audits for the project they serve in monthly 
  • Experience in developing training modules and curriculum from scratch 
  • Good reasoning and analytical skills 
  • Comfortable walking around a training space to interact with agents 
  • Excellent Presentation, Feedback & Coaching skills 
  • Good computer knowledge

About Company

Telligent has been providing premium English language support and services to high-growth new technology customers worldwide for over 14 years. Our dedication to providing excellent service and process innovations have allowed us to grow continuously from a small team to over 1400+ people servicing 3.2 million customers worldwide.

Our Indo-American Management team combined with a well-trained team of handpicked India based specialists help us provide the highest quality support. Our core competency is surpassing our Client's expectations of quality in delivering an offshore outsourcing solution. Our Clients are leaders in the cutting-edge, high-tech growth industry. We have became a valuable asset to our growing Clients as they scale their businesses.
About Recruiter
Sunder .
HR Executive
HiPower Support Centre LLP
Skills I hire for BPO, Fresher, customer service, customer support, voice support, voice based, hr business partner,
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