Communication Skills Trainer

IntouchCX; Hyderabad; On-site; INR 1,00,000 - 4,50,000; Full time

Job summary

A leading customer experience management firm in Hyderabad seeks a Communication Skills Trainer to conduct soft skills and language training for new hires. The ideal candidate will deliver engaging training sessions, provide real-time support, and evaluate interactions to enhance performance. A strong command of English and relevant experience are essential for this role, which is crucial for fostering effective communication in a dynamic environment.

Qualifications

• 1 to 3 years of relevant domain experience is compulsory.
• Available to work on weekends.
• Commitment to work in any site in Hyderabad.

Responsibilities

• Deliver sessions for new hires, tenured employees, and cross-functional teams.
• Monitor voice and digital interactions live.
• Conduct call listening and chat & email readout sessions for the associates.

Skills

Excellent facilitation skill

Strong verbal and spoken proficiency in English

Typing speed of 35 WPM with a minimum of 95% accuracy

Intermediate to Advanced level proficiency in Google Suite

Strong knowledge in English grammar

Education

Post-secondary degree

Job description

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About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The Job

We are seeking a Communications Skills Trainer to conduct soft skills and language training for new hires based on the roadmaps defined. The ideal candidate will also carry out floor support interventions.

As Communication Skills Trainer, You Will…

• 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
  
  

As Communication Skills Trainer, You Have…

• 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

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Human Resources

• Industries

  Outsourcing and Offshoring Consulting

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