Voice Coach - Bangalore - Winfort
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Eligibility Experience: Min 25 years experience as a Voice Coach. Overall experience of 8 to 10 years.
Skill Set Requirement:
Customer Service Attitude.
Continuous Training/Process/Compliance Knowledge & Orientation.
Conflict resolution skills.
Experience with Coaching/Feedback process.
Technical knowledge of English communication - intonation, syllable, punctuation etc.
Presentation, Feedback & Coaching skills.
Receptiveness to change and drive changes within the organization
Principal Duties and Responsibilities:
Create and maintain a positive and professional learning environment
Must be a leader that sets the standard and expectations through example in his/her conduct, work ethic, integrity and character
Able to deliver, project and motivate trainees through effective training methodologies both in group and individual classroom dynamics
Create & design the curriculum for communication/cultural training delivery and continuous improvement of training programs as well as ongoing learning opportunities across the organization, in support of the organizations needs.
Utilize a variety of the training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of training programs
Conduct specific training needs assessments to support the design, development and delivery of corporate training programs and strategies
Monitor calls/cases on Communication, Soft Skills, Process& Compliance Parameters.
Provide Coaching & Feedback to enhance agent performance.
Analyze Communication & Process related data. Prepare & Implement action plans.
Analyze the Coaching / Training needs of the agents & support them in delivery.
Participate in calibrations to ensure consistent scoring & feedback delivery approach with counterparts &clients .
Keep the frontline associates/SMEs updated on new process changes/updates, improvement initiatives.
Conduct communication training sessions for new hires and conduct knowledge retention tests to gauge the training delivery
Support floor Training Initiatives: Resolution & Communication /Vitality Trainings etc.
Handle Escalation calls/ complete calling hours to understand process requirement
Develop Action plans and report out the improvement process in business reviews.
Plan & run campaigns to drive Awareness/Improvements on Compliance, Communication & Process.
Salary: INR 6,00,000 - 8,00,000 P.A.
Industry: IT-Software / Software Services
Functional Area: Teaching, Education, Training, Counselling
Role Category: Teachers
Role: Voice and Accent Trainer
Keyskills: Corporate Training Soft Skills Learning Customer Service Training Delivery Process Compliance Training Needs content development VNA Accent training voice training
Desired Candidate Profile
Please refer to the Job description above