Voice Coach

Role & responsibilities

Identifying training needs of NHT and existing employees

• Scheduling and conducting Language & Skills training programs
• Designing Pre NHT training session for new hires on Language & Skills training
• Designing training programs for Up-skilling the staff on Behavioral skills
• Conducting periodic TNA to develop new training programs or modify and improve existing programs
• Ensuring accuracy and effectiveness of training and real world application of training
• Supporting OJT period by observing, measuring, and monitoring learners as needed
• Developing non-classroom communication and training materials
• Monitoring calls/chats/Offers on Communication and Soft Skills
• Providing continuous Coaching & Feedback to enhance agent performance
• Tracking individual performance during and after the training
• Conducting refresher sessions on a need basis
• Responsible for managing the expectations from Internal and External Stakeholders
• Working closely with the management to address the key concern areas arising from knowledge gaps

Preferred candidate profile Should have >1 years of experience as a Soft Skills Trainer. Experience in Soft Skills/ Behavioral Training. Excellent English Language Proficiency. Excellent spoken and written communication. Good knowledge of MS Excel, PowerPoint. Must be deadline oriented. Excellent Team Player and Good Judgment Skills
Perks and benefits