Associate Process Manager

Job Title: Voice and Accent Trainer - Contact Center

Job Summary: As a Voice and Accent Trainer at eClerx Service Limited, you will play a crucial role in ensuring that our contact center representatives communicate effectively and professionally with customers, while maintaining a neutral and customer-friendly accent. You will be responsible for developing and implementing training programs that focus on voice modulation, pronunciation, and accent reduction to enhance the overall customer experience.

Key Responsibilities:

1. Voice and Accent Training: Conduct thorough assessments of the accent and communication skills of contact center agents. Develop customized training plans to address areas that need improvement.
2. Training Program Development: Create training materials, modules, and resources tailored to the needs of contact center representatives. Ensure that training programs align with the company's customer service standards.
3. Training Delivery: Lead engaging and informative training sessions, workshops, and one-on-one coaching sessions to improve voice clarity, pronunciation, and overall communication skills.
4. Accent Reduction: Implement strategies and techniques to help agents reduce their regional accents and speak in a more neutral and understandable manner.
5. Feedback and Evaluation: Provide constructive feedback and regular assessments to track the progress of trainees. Adjust training programs as needed based on feedback and performance metrics.
6. Record Keeping: Maintain accurate records of training sessions, progress reports, and performance evaluations for each trainee.
7. Stay Updated: Keep abreast of industry trends, best practices, and emerging technologies related to voice and accent training. Continuously update training programs to incorporate new insights and approaches.

Qualifications:

• Bachelor's degree in English, Linguistics, Communication, or a related field (Master's degree preferred).
• Proven experience as a Voice and Accent Trainer or in a similar role within a contact center environment.
• Excellent command of the English language with a neutral accent.
• Strong understanding of phonetics, phonology, and speech analysis.
• Exceptional communication and presentation skills.
• Patience and empathy in working with individuals from diverse linguistic backgrounds.
• Certification in accent reduction training is a plus.
• Proficiency in using training software and tools.
• Ability to work independently and as part of a team.