Communications Trainer II

Training & Quality

Job Title:

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

• Monitor calls w.r.t. Communication and Soft Skills.
• Sample and evaluate language quality and communication skills. Provide feedback to advocates through call monitoring system and in-person to assist Team Leaders in development of front-line employees.
• Prepare and develop individual coaching plans, providing resources and assistance.
• Deliver, project and motivate advocates through effective coaching/training methodologies both in group and individual classroom dynamics.
• Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for advocates undergoing transition.
• Create clusters/quartiles based on the performance and improve bottom quartile movement.
• Participate in calibration sessions with Quality, Operations and Clients.
• Proactively implement best practices and add value across the process.
• Attend the TTT for client requirements
• Consistent alignment with operations by auditing calls, understanding needs, conducting refresher training.
• Provide Feedback to the New Hires on Soft Skills and basic grammar
• Participate in calibration of Trainers, QAs and Voice Coaches within the team
• Design & develop training processes (need identification to feedback and follow through) in consultation with the training teams
• Track and report improvement
• Sharing Q-Tips around soft skills and WOW customer service statements

Key skills & knowledge:

• Excellent communication skills (English).
• Ability to monitor and coach advisors on Language Skills which include sentence construction, grammar, rate of speech. clarity of speech, pronunciation of process specific words or soft skills
• Ability to give constructive, direct feedback to advisors concerning communication
• Ability to identify basic language issues and introduce effective means for improvement
• Good people management and Interpersonal Skills.
• Good knowledge of computers and MS Office (Excel, Power point).
• Good facilitation and presentation skills
• Analytical / Quantitative skills
• Planning and Decision making
• Ability to multi-task, prioritize and meet timelines
• Strong organizational and Presentation skills
• Ability to work under pressure and drive initiatives to closure
• Ability to deal with all levels of employees with different accents and dialects

Educational Qualification : Graduate -Any Specification

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

Location:

Language Requirements:

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