Voice and Accent Training Manager

3 weeks ago

Pasig, Philippines WNS Full time

Voice and Accent Training Manager (Communications Training)

WNS Pasig, National Capital Region, Philippines

Responsibilities
  • Must be amenable to work 100% onsite at our WNS Bridgetowne Site
  • Must be amenable to work on a shifting schedule
  • Should be sound and highly proficient in English
  • Should have prior experience in Communication Cultural Soft Skills V&A Training both in terms of facilitation and having led a team for the said function
  • Should understand core concepts of the CCT function and provide timely innovative solutions
  • 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
  • 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
  • Provide real time support to teams working on projects
  • Leadership & Organizational skills to prioritise projects and provide improvement feedback
  • Strong Project Management capabilities
  • Excellent communication marketing relationship & motivational skills
  • Should be knowledgeable on the businesses processes
  • Maintain vertical hygiene by ensuring reports data and documents are in place
  • Promote standardization by creating SOPs across CIS training Standardization
  • Promote behavioral training programs and promote the programs in order to ensure maximum participation
  • Should have worked on various training methodologies and have knowledge on Instructional designing
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Customer Service and Training
Industries
  • Outsourcing/Offshoring
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