Job Title

Job DescriptionRole – Pre-Process Trainer / Voice CoachWhat we’re looking forGood knowledge and hands-on experience in Language Training and CoachingStrong verbal and written communication skills, with ability to confidently speak with clients directlyCustomer-oriented, and capable of providing high levels of client satisfactionAble to facilitate soft skills & language knowledge to new hires and has basic awareness of adult learning principlesAble to manage groups Ability to give feedback and coachPassionate about trainingSelf-motivated, enthusiastic, and able to handle multiple support casesTechnical RequirementsGood communication skillsHave technical knowledge of English communication - intonation, syllable, punctuation, parts of speech etcWilling to work in rotational night shifts (5 days working)Should have experience of working as a voice coach for an international voice processGood knowledge on customer service and call handling skillsWilling to work with operations to understand the coaching opportunitiesNeeds to possess presentation, feedback & coaching skills to conduct new hire trainingMonitor calls and do SBS to improve Communication & Soft Skills of the techniciansProvide Coaching & Feedback to enhance agent performance on C-SatPrepare and implement action plans Analyze the Coaching / Training needs of the agents & support them in deliveryParticipate in calibrations to ensure consistent scoring & feedback delivery approach Responsibilities:Deliver new hire training on technical knowledgeManage the minimum guaranteed performance level to deliver proficient techs to the operations floorLiaison with ER, Ops and Quality teams for engagement, language checks and other supportHandling and delivering the agreed communication during the OJTCreation and publication of training and mentoring reports up to 30 days in productionUnderstand the language/terms/jargon in his/her area of expertiseAct as the “go to” person within a department or function for questions and problems within his/her area of expertiseEngaging with Ops and Quality to understand process updates and challenges to deliver the most updated agenda during the trainingProvide feedback and coach low or non-performing agents Training content creationConduct refresher