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

Job Name:  Voice & Accent Trainer

Location: Chennai Ambattur 

Work Experience & Qualification criteria:

• Must possess thorough knowledge on Speech Sounds Grammar concepts and usages Voice, Email / Chat.
• Must have UK calling experience
• Experience in Voice and Accent training
• Excellent Communication skills, both Verbal and Written

Job Description:

• Provide feedback and conduct coaching sessions for the agents on the floor to improve/ maintain the language skills, soft skills, and call handling skills
• Create training modules and train staff to enhance customer experience and Voice and accent standards
• Monitor and provide feedback on Accent and Soft Skills to the agents
• Training new hires on Fundamental Skills of Grammar and Voice & Accent
• Work with the operations stakeholders to implement and evaluate the communication skills, soft skills and call handling training programs
• Evaluate trainees and obtain regular feedback from all the training done and update the operations Team Manager on progress
• Documenting training progress and reporting it to Operations team. Assist TL in recruitment and selection process for new hire.
• Motivate and encourage the team on performance. Ensure the customer satisfaction scores increase. Conduct refresher training on the floor.
• Perform other duties as assigned

Desired Candidate Profile:

• Candidate should currently reside in Chennai location
• Should be flexible to work in UK shifts
• Resilience
• Assertive
• Graduate
• Work Location - Ambattur 4
• Should have taken 2 doses of Covid vaccination

Additional skills:

• Excel knowledge
• Email handling
• Good communication skills

Mandate Documents:

• Covid Vaccination Certificate/Negative Report
• 2 Copies of resume
• Aadhar Card
• Naukri Job posting for Proof

  Good to Have:

  Certification as a UK Voice and accent trainer will be an added advantage

Job Name:  Communication & Soft skills Trainer

Location : Hyderabad

Contact Number:  9948028181

Contact Email:  shivshanker@360digrii.com

Roles and Responsibilities

• Prior communications training and skills development experience required
• Good working knowledge of Adult Learning Principles
• Outstanding communication skills; presentation, written, verbal, listening and influencing
• Excellent people, customer service, leadership and motivational skills with the ability to work in a global, team environment
• Proactive approach and desire to launch and successfully execute new initiatives
• Strong team player with the ability to organize, prioritize, and manage internal and external responsibilities simultaneously
• Successful project management experience
• Ability to create and track metrics
• Bachelors degree or recognized equivalency or achievement of recognized professional level
• Conduct effective training sessions on soft skills topics, deploy a wide variety of training methods.
• The job role involves training, facilitating, interacting, conducting group games, campus competitions, events, and activities.
• Designing and conducting effective training programs.
• Deliver high quality training that follows company methodology, and matches to the skills required for the students
• The role requires the expertise in soft skills and behavioral training in highly agile business environment.
• Key Qualities for the Job: Communication skills, Instruction Skills, Writing Skills, Patience, Creativity, People skills.

To deliver training programs with the highest passion and commitment keeping up the image of the organization and ensuring the ultimate mission of making People Powerful.

Desired Candidate Profile:

• Any Graduate with 2-4 years of experience
• with good communication skills