Must
be a graduate with excellent communication skills (equivalent to a C1/C2 on
CEFR/Berlitz or equivalent)
Should be a trained communication coach, having
worked in the ITeS space
UK based MNC in IT Sector is looking for:
Job Title: English Communication Trainer
Location: Kochi, Kerala
Work Mode: Hybrid (3 days office, 2 days WFH)
Education: Must be a graduate with excellent communication skills (equivalent to a C1/C2 on CEFR/Berlitz or equivalent)
Budget: Max. 9lpa
Weekly 5 days duty
Cab facility available within 15 kms radius of Infopark
Must be willing to work in UK shift (1:30pm-10:30pm)
Reports to Sr. Manager – Talent & Development
About the Role:
·
The trainer will be
responsible to work with teams that require voice capability to interact with
clients and customers.
·
The trainer must be
able to reinforce learning, share feedback and trainer the team
consistently to ensure customer success and fulfilment.
·
The role requires
to work cohesively with the operations teams, various delivery teams in the UK
& ROI, and process trainers to enable the teams to deliver efficiently
·
Evaluation of
communication skills in calls, chats, emails and queries regularly, sharing
feedback and trainer will be key in this role.
·
The trainer will
also provide robust floor support, working with the teams to work through
customer queries and provide resolution.
·
Will be
responsible to screen communication skills of new hire candidates for fitment
into the business.
·
Provide refresher
trainings and participate in team meetings to reinforce comm specific updates
·
Conduct training
need identification and analysis of performance
·
Develop
communication training specific content as relevant to business, time to time
·
Produce periodic
score cards and dashboards for the leadership
· Relevant global certification in communication skills preferred and will be an added advantage
In this role your key responsibilities will be:
·
To screen candidates for suitability to align to voice
profiles. Call out speech defects, determine trainability.
·
To train colleagues on communication skills – voice
and accent neutralization, chat, email, UK/ROI culture, conversational grammar,
vocabulary, comprehension, soft skills and active listening.
·
To evaluate communication assessments, share feedback,
coach and provide continuous support.
·
Build or amend modules, develop blended learning
content that aligns to the domain learning.
·
Aware of global contextual culture for scenario based
learning.
·
Adept at training need identification and analysis.
·
Run target refreshers as required.
· Support transitions and skill development for new areas of business.
· Help review and validate critical communication to stakeholders.
Essential
Skills:
·
Must
be a graduate with excellent communication skills (equivalent to a C1/C2 on
CEFR/Berlitz or equivalent)
·
Should
be a trained communication coach, having worked in the ITeS space
·
Exposure
to international call center/ global customer base is preferred
·
Good
knowledge of transferable knowledge in communication and soft skills
·
Awareness
of various communication assessment methodologies like Berlitz/ CEFR/ similar
tests.
·
Remarkable
executive presence
·
Adept
at creating communication skills content- for ILT, VILT & Micro learning
·
Timely
feedback and coaching – run side by side audits, remote audits, complete the
target number of audits and feedback within the timelines
·
Work
with Operations and Quality teams for updates, amends and corrections needed
real time.
·
Good
exposure to TNI/ TNA techniques
· Create assessments, knowledge checks, bite sized content for refreshers.
· Must be able to understand data, pull up
reports, generate dashboards, scorecards and summaries.
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