Training Supervisor (Voice & Accent)

WNS Global Services, Inc.; Quezon City; On-site; PHP 360,000 - 540,000; Full time

Job summary

WNS Global Services, Inc. in Manila is seeking a Communications and Process Assistant Manager to design, deliver, and evaluate training programs that enhance communication skills and process knowledge across the organization.

This role focuses on improving interpersonal, verbal, non-verbal and written communication to drive productivity, teamwork and customer satisfaction. You will enable employees to acquire and sharpen the skills required for their roles.

Qualifications

• Requires 2+ years of college education.
• 3+ years of experience as Communications/Language Trainer, with at least 1 year in a leadership/lead role.
• Mandatory coaching and people development experience.
• Experience in corporate/customer service environments.

Responsibilities

• Design, deliver, and evaluate training programs to enhance communication and process knowledge across the organization.
• Improve interpersonal, verbal, non-verbal, and written communication to drive productivity and customer satisfaction.
• Enable employees to acquire and sharpen skills needed for their roles.
• Deliver training content with engaging methods while adhering to compliance standards.

Skills

Public speaking

Interpersonal skills

Written and verbal communication

Analytical data interpretation

Adaptability

Time management

Education

Some college

Tools

Microsoft Office

LMS platforms

Zoom

MS Teams

Job description

Qualifications

• At least 2 years of college completed

• Overall work experience of minimum of 3 years as a Communications/Language Trainer with at least 1 years of it as a Communications lead

• Experience in coaching and people development is mandatory

• Experience working in corporate or customer service environments.

• Proven experience in training or teaching communication skills.

• Strong presentation, public speaking, and interpersonal skills. Solid analytical skills, with an ability to interpret and analyse reports, compare with other data and determine cause-effect relationships.

• Ability to recognise, understand and support need for change and anticipated impact on both the team and self.

• Strong ability to convey and explain information, coherently and confidently both oral and written.

• Knowledge of adult learning principles and training methodologies.

• In depth understanding of TNI/TNA process and ability to make recommendations for process improvements

• Advance knowledge with tools like Microsoft Office, LMS platforms, and virtual training tools (e.g., Zoom, MS Teams).

• Maintain vertical hygiene by ensuring reports, data and documents are in place

• Excellent verbal and written communication skills.

• Ability to motivate and inspire participants.

• Strong time management skills with proven prioritization capability.

• Understanding of Call Centre disciplines, technology and common metrics.

• Adaptable and responsive to a continuously changing environment.

Job Description

• A Communications and Process Assistant Manager is responsible for designing, delivering, and evaluating training programs that enhance communication skills and process knowledge across an organization.

• This role focuses on improving interpersonal, verbal, non-verbal, and written communication to drive productivity, teamwork, and customer satisfaction.

• He/she will be responsible for enabling employees to acquire/sharpen their skills and knowledge for the required role.

• (S)he will be required to deliver Training and Design Content for the specific area (s)he is inducted for, with the best-in-class engagement and delivery techniques and by adhering to the compliance standards