Communication Skills Trainer Job in Hyderabad at Intouch CX

Intouch CX is hiring for the role of Communication Skills Trainer!

Responsibilities of the Candidate:

• Deliver sessions for new hires, tenured employees, and cross-functional teams
• Support production associates on a real time basis
• Monitor voice and digital interactions live and provide timely responses that defuse customer dissatisfaction
• Work with associates in Academy Bay
• Evaluate customer and associate interactions on the stipulated Evaluation form and score the associates basis their performance on soft skills and resolution (If need be)
• Study top performers customer interactions and disseminate best practices across the account
• Collates WOW chats for future reference
• Provide timely feedback either to the associates or to their TLs emailing a copy to the participants and stakeholders
• Document feedback and evaluations on associate customer interactions
• Publish scores of the groups that the trainer is working with
• Conduct small group training sessions
• Conduct call listening and chat & email readout sessions for the associates
• Recommend remedial and refresher courses to be assigned basis associates’ performance on the floor
• Flag off EWS to the stakeholders if there are any
• Participate in weekly business reviews and provide inputs asked for
• Roll out knowledge checks once a month
• Prepare worksheets and other job-aids for associates reference
• Conduct Dsat analysis from the language and soft skills perspective
• Prepare and publish weekly report with effort and outcomes
• Maintain a repository of suggested responses mandatorily for review and dissipation
• Assess prospective candidates/employees on language proficiency

Requirements:

• 1 to 3 years of relevant domain experience is compulsory
• Post-secondary degree & above is preferred
• Available to work in weekends
• Commitment to work in any site in Hyderabad
• Excellent facilitation skill
• Strong knowledge in English grammar
• Strong verbal and spoken proficiency in English
• Ability to handle a class of 20 to 50 Trainees
• Intermediate to Advanced level proficiency in Google Suite and Windows Operating System
• Typing speed of 35 WPM with a minimum of 95% accuracy
• A positive work ethic and commitment to the tasks assigned
• Adaptability to trends within the organization
• Compliancy to the organizational policies and standards
• Flexible availability during business exigencies