Voice and Accent Training Supervisor

4 weeks ago

Pasig, Philippines WNS Full time

Voice and Accent Training Supervisor (Communications Training)

WNS Pasig, National Capital Region, Philippines

Job Description:

Responsibilities
  • Drive Voice and Accent (V&A) and floor support training teams for on-time and quality delivery.
  • Impart training on soft-skills, voice and accent communication to new hires to enable them to perform their job effectively and efficiently.
  • Lead and improve spoken and written English communication (voice, chat, email, and floor support); conduct TNI and TNA to tailor modules to process needs; provide New Hire Training on spoken and written communication, customer service, and cultural alignment for pre-process batches; conduct TNA through NPS and CSAT.
  • Perform quality analysis, conduct TNI through floor interventions, manage NPS via agent skill mapping and development; oversee frontend skill management initiatives including coaching and training; manage SLAs for all floor training initiatives; ensure on-time reporting of NPS.
  • Prepare site-related management reports (WBR/MBR, etc.); ensure optimum utilization of training resources within the site.
  • Liaise with Operations to ensure adequate and effective training support is provided.
  • Analyze internal and external customer requirements through data analysis and use training to resolve issues; report accurate statistics.
  • Consistently achieve or exceed quality training and targets; conform to company and client security requirements.
Qualifications
  • Amanable to work 100% onsite at WNS Bridgetowne Site.
  • Open to shifting schedule.
  • At least two (2) years of experience in Voice and Accent training.
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