Voice and Accent Training Supervisor (Communications Training)

WNS; Pasig; On-site; PHP 400,000 - 560,000; Full time

Job summary

WNS Bridgetowne Site in Pasig is seeking an experienced Voice & Accent trainer to drive V&A and floor support training for timely, quality delivery. The role requires imparting soft skills training to new hires and enabling effective performance across spoken and written English, voice, chat and email channels.

The candidate must have at least two years of experience in Voice & Accent training, be onsite, and be willing to work a shifting schedule.

Qualifications

• Must have at least two (2) years of experience in Voice and Accent training.
• Must be amenable to work 100% onsite at WNS Bridgetowne Site.
• Must be open to shifting schedule.

Responsibilities

• Drive V&A and floor support training teams for on-time, quality delivery.
• Impart training on soft skill voice and accent to new hires to enable them to perform effectively.
• Lead and improve Spoken and Written English communication, voice, chat and email for floor support; conduct TNI and TNA to tailor modules.

Skills

Voice & Accent

Training delivery

Onsite work

Job description

• Must be amenable to work 100% onsite in WNS Bridgetowne Site.
• Must be open to shifting schedule
• Must have at least two (2) years of experience in Voice and Accent training

Job Description:

• Drive V and A and floor support training teams for on time and quality delivery
• To impart training on soft skill voice and accent communication skills to the new hire and enable them to perform their job effectively and efficiently
• Drive and improve Spoken and Written English Communication voice Chat Email and Floor Support for on time and quality delivery Conduct TNI and TNA to program the modules as per the process needs New Hire Training on Spoken and Written Communication Customer Service and Cultural Alignment for Pre Process batches Conduct TNA through NPS CSAT
• Quality analysis conduct TNI through floor interventions NPS management through Agent Skill Mapping and development Frontend skill management initiatives including coaching and training SLA Management for all Floor Training Initiatives on Time Reporting of NPS
• Management Drives prepare site related management reports WBR MBR etc Ensure optimum utilization of training resources within the site
• Liaise with Operation to ensure there is adequate and effective training support provided
• Analyses, identify internal external customer requirements through data analysis, and use training as a tool to resolve issues Report accurate statistics
• Consistently achieve or exceed quality training and targets Conform to company and client security requirements