Associate Process Manager Job in Mohali at eClerx

EClerx is hiring for the role of Associate Process Manager!

Responsibilities of the Candidate:

• 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.
• 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.
• Training Delivery: Lead engaging and informative training sessions, workshops, and one-on-one coaching sessions to improve voice clarity, pronunciation, and overall communication skills.
• Accent Reduction: Implement strategies and techniques to help agents reduce their regional accents and speak in a more neutral and understandable manner.
• 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.
• Record Keeping: Maintain accurate records of training sessions, progress reports, and performance evaluations for each trainee.
• 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.

Requirements:

• 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.