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SOFT SKILLS TRAINER / SOFT SKILLS TRAINING / Voice and Access Trainer / Learning and Development

Keywords / Skills : soft skills trainer, soft skills training, voice and accent, voice and accent trainer, learning and development

2 - 5 years
Posted: 2019-04-22

Industry
ITES/BPO
Telecom
Role
Other Roles
Posted On
22nd Apr 2019
Job Ref code
AM-001
Job Description
Job Description -

  • Coaching
Provides coaching and assistance to Advisors to help handle escalated calls
Enables team members to deliver exceptional customer experiences through targeting coaching support and development.
Communicates any product and / or process changes to Team Managers, providing coaching and training as required
Analyses and measures performance targets trends and provides coaching as required
  • Communication and Feedback
Participates in scheduled team briefs
Ensures feedback is given to Advisors with regards to their performance
Ensures all relevant business communications are cascaded in a simple and timely manner
Ensures that any feedback / issues or developments required in the knowledge management system are communicated to the knowledge management team
 
  • Reporting , Administration and Analysis
Develops coaching plans aligned to business needs
Analyses performance trends at a site level in order to perform root cause analyses and determine trends, challenges and improvement opportunities
Compile and send out reports
Provides feedback to operational management on performance trends and makes recommendations for change / improvement
Gathers and shares best practice
 
  • Customer Experience
Leads by example in driving the culture of customer centricity
Takes customer calls for at least 8 hours per month
Ensures continuous improvement to customer experiences by investigating and addressing root causes
Celebrating and sharing examples of exceptional customer experiences
Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards
Uses initiative to find suitable solutions that benefit the customer and the business
Ensures own product, system, process and policy knowledge is current

Shifts - 24*7 (Includes night shift also)

Preferred candidate from Telecom, Voice process.

Weekely off - Any 2 week off Rotational




About Company

Leading Consulting
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