Job Description

Job Description -

- Main responsibilities include identifying training needs of NHT and existing employees and accordingly scheduling and conducting Soft Skills training programs.

- Design on boarding session for new hires on Soft Skills.

- Design quality Soft Skills training programs for Up-skilling the CEC staff on Behavioral skills.

- Conduct periodic TNA to develop new training programs or modify and improve existing programs.

- Ensure ROI on training is measured and delivered.

- Ensure accuracy and effectiveness of training and real world application of training.

- Support OJT period by observing, measuring and monitoring learners as needed.

- Develop non-classroom communication and training materials for e.g. handouts etc.

- Monitor calls on Communication and Soft Skills.

- Provides continuous Coaching & Feedback to enhance agent performance.

- Listen to calls (recorded/side-by-side) on the Production floor

- Conduct voice coaching activities on the Production floor to improve or maintain Communication skills of the associates

- Develop action plans for the bottom quartile and ensure that they move up the learning

- Plan and Conduct Refresher on predetermined frequencies

- To perform job functions within predetermined KPIs/ performance standards.

Desired Candidate Profile - 

- Should be Soft Skill trainer with 5-8 Years in Training preferably in Customer Contact Center/Call Center

- Must be able to present need analysis and share feedback with stakeholders

- Must have excellent presentation and communication skills

- Any certifications in soft skills like NLP, coaching would be an added advantage.