Associate Process Manager

JOB DESCRIPTION

Job Title: Voice and Accent Trainer - Contact Center

Location: Chandigarh/Mohali

Company: eClerx Services Limited

Job Summary: As a Voice and Accent Trainer at eClerx Service Limited, you will play a crucial role in ensuring that our contact center representatives communicate effectively and professionally with customers, while maintaining a neutral and customer-friendly accent. You will be responsible for developing and implementing training programs that focus on voice modulation, pronunciation, and accent reduction to enhance the overall customer experience.

Key Responsibilities:

1. Voice and Accent Training: Conduct thorough assessments of the accent and communication skills of contact center agents. Develop customized training plans to address areas that need improvement.
2. Training Program Development: Create training materials, modules, and resources tailored to the needs of contact center representatives. Ensure that training programs align with the company's customer service standards.
3. Training Delivery: Lead engaging and informative training sessions, workshops, and one-on-one coaching sessions to improve voice clarity, pronunciation, and overall communication skills.
4. Accent Reduction: Implement strategies and techniques to help agents reduce their regional accents and speak in a more neutral and understandable manner.
5. Feedback and Evaluation: Provide constructive feedback and regular assessments to track the progress of trainees. Adjust training programs as needed based on feedback and performance metrics.
6. Record Keeping: Maintain accurate records of training sessions, progress reports, and performance evaluations for each trainee.
7. Stay Updated: Keep abreast of industry trends, best practices, and emerging technologies related to voice and accent training. Continuously update training programs to incorporate new insights and approaches.

Qualifications:

• Bachelor's degree in English, Linguistics, Communication, or a related field (Master's degree preferred).
• Proven experience as a Voice and Accent Trainer or in a similar role within a contact center environment.
• Excellent command of the English language with a neutral accent.
• Strong understanding of phonetics, phonology, and speech analysis.
• Exceptional communication and presentation skills.
• Patience and empathy in working with individuals from diverse linguistic backgrounds.
• Certification in accent reduction training is a plus.
• Proficiency in using training software and tools.
• Ability to work independently and as part of a team.

Benefits:

• Competitive salary package
• Professional development opportunities
• Friendly and collaborative work environment
• Employee assistance program
• Employee recognition programs

If you are a dedicated and experienced Voice and Accent Trainer who is passionate about helping contact center agents improve their communication skills and provide exceptional customer service, we invite you to join our team at eClerx Services Limited. Apply today to be a part of our growing success.