CareerEnclave.Com - Jobs India

Comm Coach/Trainer- Malad

JobsCafe.com
Experience :  1 - 2 Years

Location :   Mumbai

Industry Type:BPO/ITES

Functional Area :

HR / Administration, IR
 
Job Description

Sr CSA's -who have good comm skills can apply too...

Delivery of soft skills and communication skills training for agents on the floor

Accredit calls taken by associates on a regular basis to identify and rectify gaps.

Coach agents to perform better on calls/write emails through one on one feedback

sessions and call

monitoring/correcting emails.

Identification of training needs through workshops run across projects and across

levels (TNI – 2 calls /

associate / week) or evaluate 4 mails per person per week.

Tracking progress of the agent based on call monitoring

To give one on one feedback to the CSA's / TL's based on the research done

throughcall accreditation.

Preparing and circulating reports made, based on research done through call

accreditation/mail

evaluation, along with steps taken to close the gaps identified

To run voice and accent neutralization refresher training (on a monthly, quarterly,

half yearly basis, as

the need may be) based on gaps identified through TNI

To conduct soft skills training as and when the need arises

Co – ordinate all logistics related to training delivery

Maintain records of training activities, monitor the effectiveness of training

programmes and follow up

on pre and post training evaluations

Track and measure the effectiveness of training

Desired Candidate Profile

The holder of this role is responsible for improving communication of agents through managing calls/evaluating emails, coaching and giving feedback to agents.

The person is also responsible for identifying bottom 20% on the floor through call monitoring and conducting/ designing refresher courses to achieve higher CSAT scores.

Keywords :  Comm Caoch


If you meet the above mentioned criteria, apply online

How To Apply- If you have not registered in Naukri.Com

Click here to Post Your FREE Resume

OR

If you have registered in naukri.com, click here