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Communication Skills Trainer
IntouchCX
posted 22d ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
- Deliver sessions for new hires, tenured employees, and cross-functional teams
- Support production associates on a real time basis
- Monitor voice and digital interactions live and provide timely responses that defuse customer dissatisfaction
- Work with associates in Academy Bay
- Evaluate customer and associate interactions on the stipulated Evaluation form and score the associates basis their performance on soft skills and resolution (If need be)
- Study top performers customer interactions and disseminate best practices across the account
- Collates WOW chats for future reference
- Provide timely feedback either to the associates or to their TLs emailing a copy to the participants and stakeholders
- Document feedback and evaluations on associate customer interactions
- Publish scores of the groups that the trainer is working with
- Conduct small group training sessions
- Conduct call listening and chat & email readout sessions for the associates
- Recommend remedial and refresher courses to be assigned basis associates performance on the floor
- Flag off EWS to the stakeholders if there are any
- Participate in weekly business reviews and provide inputs asked for
- Roll out knowledge checks once a month
- Prepare worksheets and other job-aids for associates reference
- Conduct Dsat analysis from the language and soft skills perspective
- Prepare and publish weekly report with effort and outcomes
- Maintain a repository of suggested responses mandatorily for review and dissipation
- Assess prospective candidates/employees on language proficiency
- 1 to 3 years of relevant domain experience is compulsory
- Post-secondary degree & above is preferred
- Available to work in weekends
- Commitment to work in any site in Hyderabad
- Excellent facilitation skill
- Strong knowledge in English grammar
- Strong verbal and spoken proficiency in English
- Ability to handle a class of 20 to 50 Trainees
- Intermediate to Advanced level proficiency in Google Suite and Windows Operating System
- Typing speed of 35 WPM with a minimum of 95% accuracy
- A positive work ethic and commitment to the tasks assigned
- Adaptability to trends within the organization
- Compliancy to the organizational policies and standards
- Flexible availability during business exigencies
Employment Type: Full Time, Permanent
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Rating based on 1 Communication Skills Trainer
review
Anonymous · Other
in Hyderabad / Secunderabad
Lateral thinking, Respect, Liberty and Growth opportunities
- Salary - Good
Nothing specific
Communication Skills Trainer salary at IntouchCX
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IntouchCX Benefits
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