Communication & Softskills Trainer Full-time

ALTIUS CUSTOMER SERVICES PRIVATE LIMITED

Posted By : ALTIUS CUSTOMER SERVICES PRIVATE LIMITED

Nagpur, Maharashtra (2)

• New Hire Communication Training ( Class room training)
• Feedback & Coaching agents on Communication and spoken English.
• Audits transactions for agents on the floor on a prescribed sheet defined by the client or TT
• Give documented feedback as per the gaps identified in the audit.
• Attend Weekly calibration calls with the client/internal to be attended as per calibration roster.
• Conduct training sessions as per requirement under specified timelines.
• Complete his/her certification process.
• Performance Assessment of Trainees during tests
• Database management, daily reports, and analysis
Some of the key responsibilities this role is accountable for

•    Voice audits & feedback
•    Voice audit process documentation as per business requirements
•    New hire training for new engineers. Documentation should be available on Attendance and assessment scores
•    Refresher training for every engineer.
•    Email / Chat audits based on business requirements.
•    Work with service desk competency tower and implement best practices
•    Work with Delivery team and identify voice training needs
•    Training scheduling as per business requirements, training plan review and approval.
•    Continuous improvement in Voice competency at account level
 

Role Specific Skills
  • Active Learning
  • Active Listening
  • Administration and Management
  • Category Flexibility
  • Communications and Media
  • Complex Problem Solving
  • Coordination
  • Critical Thinking
  • Customer and Personal Service
  • Deductive Reasoning
  • Education and Training
  • English Language
  • Far Vision
  • Fluency of Ideas
  • Inductive Reasoning
  • Information Ordering
  • Instructing
  • Judgment and Decision Making
  • Learning Strategies
  • Monitoring
  • Near Vision
  • Operations Analysis
  • Oral Comprehension
  • Oral Expression
  • Originality
  • Personnel and Human Resources
  • Persuasion
  • Problem Sensitivity
  • Psychology
  • Reading Comprehension
  • Service Orientation
  • Social Perceptiveness
  • Sociology and Anthropology
  • Speaking
  • Speech Clarity
  • Speech Recognition
  • Systems Analysis
  • Systems Evaluation
  • Time Management
  • Time Sharing
  • Writing
  • Written Comprehension
  • Written Expression

Any Postgraduate

Experience Requirements
•    4-9 years of Total experience
•    At least 4 years experience as voice coach
•    Good knowledge of grammar and pronunciation
•    Must have a good understanding of functional Grammar and MTI.
•    Should be acquainted with the communication nuances of the local audience possible kinds of errors that one would expect in the location.
•    Feedback and Coaching skills.
•    Good rapport building skills, extremely methodical and organized
•    Applicant should be proficient with MS-Office (Word, Excel, power point)
•    Excellent command over spoken and written English
•    Should be able to handle Grammar, Soft skills, Accent Neutralization, C/Service & Business English
•    Must have a zeal and passion for training & excellent interpersonal skills
•    Exposure in an international corporate environment is a must
•    Ability to perform in adverse situations
•    Should be well versed in handling computers esp. Word, Excel and Power Point
 

Journey