Dikshitha HR Posted March 25, 2022 Share Posted March 25, 2022 Job Name: Communication Trainer Location: Pune Contact Email: swapnil.gupta@igtsolutions.com Job Responsibilities: Develop and deliver modules pertaining to Customer Experience Blueprint Trainings across customer service operations in a contact center environment Design & deliver learning interventions to train customer service teams on the emotional, empathy, energy and engagement aspects of customer service delivery Be a Customer Centricity Champion. Create, Develop and Deliver trainings based on Customer Experience Blueprints that help learners excel in their customer service skills As a Customer Experience champion be responsible for strengthening the teams' communication and soft skills to enhance customer outcomes in the form of CSAT and NPS Experience in training communication, customer engagement, soft skills, and customer resolution trainings in Travel or BPO industry Coach and develop Customer Experience Champions across Operations team members to deliver effective CE Coaching that directly impacts customer outcomes You should have a proven track record of training and coaching large teams for customer success in meeting performance targets related to CSAT, DSAT, NPS Capture, acknowledge and reward moments where agents have WOWed our customers on phone or chat and similarly capture, acknowledge and improve upon situations where the opposite has happened and left our customers dissatisfied. Develop and formulate customer experience training curriculum, conduct group trainings and individual coaching and knowledge assessment to new and existing CS agents with the objective to ensure superior and consistent service quality Advocate Customer Experience principles and be a champion of effective coaching on customer engagement, soft skills, communication enhancement and impressive customer service delivery Utilize effective presentation and facilitation skills including creative training techniques and accelerated learning techniques using a variety of training delivery modalities in a classroom/virtual environment Prepare and present training materials through effective learning sessions, hands on demonstrations, and supporting activities for superior customer service skills Implement learning strategies and effective training programs that are aligned with the Customer Experience teams objectives Develop collaborative relationships with internal & external stakeholders to ensure flawless execution of learning interventions and drive performance excellence. Participate in calibration sessions with Operations, Quality and Training Managers, Trainers as well as other CE coaches Partner with Operations Managers, QA and Training Team to outline specific content related to training needs identified in enhancing overall customer experience Ability to Deep dive into our operational insights to identify opportunities, themes, and gaps to upskill team performance on Customer Experience skills. Provide feedback through call monitoring assessment and in-person to assist Voice and Chat agents in providing a higher degree of customer service on calls and chat Education, Skills, Other Abilities: Minimum 2 years+ experience required in role of Customer Experience Coach / Soft Skills Trainer / Quality Coach Must have excellent communication skills (English) Written and Spoken Proficient in Microsoft Office applications especially Excel and PowerPoint Enthusiasm and curiosity for conducting research and answering questions with data Passion for mentorship and people development Strong Training & Facilitation Skills with good mentoring and coaching capabilities Leadership qualities with excellent communication and interpersonal skills Able to deliver virtual trainings in a work from home environment using new age digital tools and technologies Can thrive under minimal supervision; Ability to work both independently and in a team environment Outstanding organizational skills with multitasking skills Link to comment Share on other sites More sharing options...
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