Job Description

What you’ll do:

• Need to build /evaluate our competency framework for our voice channels which include escalation desk and inbound.
• Build an evaluation framework to map the current competency of our escalation supervisors and inbound agents against the standard competency.
• Build training and coaching plan and execute the same to help our escalation supervisors and inbound agent move from where they are to when they are expected to be.
• Conduct periodic training need analysis & identification on skill opportunities based on the data and inference shared by our quality team.
• Execute the training & coaching solutions on the areas of opportunity identified through classroom training or one on one coaching sessions.
• Should have the expertise to build training & coaching solutions to upskill our supervisors & agents on skills like empathy, mindfulness, listening, patience, resilience, persuasive skill, critical thinking, assertiveness etc.
• Monitor calls periodically to evaluate the progress of the supervisors and agents.
• Liaison with HR and hiring teams to set expectations on the required threshold on skills while hiring and suggest method & tools for evaluating the same.
• Collaborate with stakeholders and drive partners in executing the training solutions.

Required Skills:

• Bachelors or Masters Degree in any discipline.
• Degree / Masters in English communications will be an added advantage.
• Excellent verbal and written communication skills in English
• Excellent verbal communication skill in Hindi
• Experience in leading activities for a change in ways of working.
• Experience in delivering classroom / virtual training and coaching session on soft-skills
• Experience in training and coaching customer service executives and escalation supervisors on soft skills will be an added advantage.
• Ability to lead and influence others.
• Should have basic excel skill and should be good at making PPTs.
• Certifications in soft skill training & instructional designing will be an added advantage.

Skills Required: Communication Skills, customer Service,OPERATIONS,Verbal Communication,Soft Skills,Written Communication,Customer Experience,Training Need Analysis