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