Assistant Manager Communication Training

Role & responsibilities :

• To motivate, develop and mentor team members in a dynamically changing environment
• Manage group of communication coaches
• Ability to plan training & refresher on communication
• Ability to assess & set the priorities on daily basis - considering the expected volume of engagements
• Ability to quickly channelize the existing resources, if need be, into any of the internal segments, basis the surge in the volume
• Ability to prove Service Management Expertise for long pending cases, in order to ensure quick closure of such engagements
• Ability to understand & mitigate any concerns, which are causing delay in engagement progressions
• Must be able to coach & mentor the team on regular basis
• Must be ready to pick-up & drive towards the smooth closure of escalated engagements
• Must be able to draft & execute Achievement driven Incentive/Additional Incentive plans for the team
• Ability to drive the Training & Quality teams, by providing inputs - to eventually improve the floor's performance
• Ability to prepare & present SLA/KPI & other Metric driven Dashboards/Reports for Internal & External reviews
• Should be able to lead Governance/Escalations calls with the Client
• Should possess experience into international Chat/Voice process, preferable Telco experience
• Experience in managing ISP Operations with relevant domain knowledge
• Excellent Communication skills
• Good command over spoken and written English
• Candidate should be ready to work in a 24*7 environment
• Should have a flair for Customer Service, Technical, Billing & Sales
• Persuasive Speaking Skills- Able to understand customers needs and to add value to client by selling aggregated values
• Highly energetic and self-motivated- Able to keep himself with a positive attitude despite customer’s objections
• Customer Focus- Taking action to exceed Customer expectations. This includes asking accurate questions, identify customer needs, summarize the steps to be taken, and following up to ensure the Customer was satisfied with the results based on client’s