• Hands-on experience in Voice and Accent training
• Train new hires and existing ones for enhancing communication skills, soft skills, phone etiquettes, customer service.
• Up-skill existing employees from the floor
• Actively involved in TNI & TNA to cater to business needs
• Develop content for basis the learning needs of the training batch
• Monitor calls on Communication, Soft Skills, and Customer Service Parameters.
• Provide Coaching & Feedback to enhance agent performance.
• Analyze Audit data, Compliance, Communication-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.
• Support floor Training Initiatives: Resolution & Communication /Vitality Training/ etc.
• Develop Action plans and report out the improvement process in business reviews.
• Plan & run campaigns to drive Awareness/Improvements on Customer.