Voice and Accent Training Supervisor (Communications Training)

WNS; Pasig; On-site; PHP 420,000 - 660,000; Full time

Job summary

WNS in Pasig, Philippines is seeking an onsite Training Lead to drive voice and accent training and floor support programs with a focus on on-time, high-quality delivery. You will develop modules for new hires in spoken and written English, customer service, and cultural alignment, while coordinating with operations to ensure robust training support.

The role requires at least 2 years in Voice and Accent training, ability to work 100% onsite at Bridgetowne, and willingness to shift schedules to

Qualifications

• At least 2 years of Voice and Accent training experience.
• Amenable to 100% onsite work at WNS Bridgetowne.
• Willing to shift schedule.

Responsibilities

• Drive Voice & Accent and floor support training teams for on-time, quality delivery.
• Impart training on soft skill voice and accent communication to new hires to enable effective performance.
• Lead training on spoken and written English, customer service, and cultural alignment for pre-process batches.
• Conduct TNI and TNA to tailor modules to process needs.
• Maintain NPS, CSAT metrics and agent skill development through coaching and training.
• Prepare site management reports (WBR/MBR) and optimize training resource utilization.
• Coordinate with Operations to ensure adequate training support is provided.
• Analyze data to identify internal and external training requirements and resolve issues.
• Ensure consistent achievement of quality training and compliance with security requirements.

Skills

Voice & Accent training

Training delivery

English communication

Quality analysis

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