Voice and Accent Training Professional

2 days ago

Pasig, National Capital Region, Philippines beBeeCommunication Full time ₱800,000 - ₱1,200,000
Job Title: Voice and Accent Training Supervisor

Overview of the Role:

We are seeking a highly skilled Voice and Accent Training Supervisor to drive our training initiatives and ensure our team members possess excellent communication skills. As a key member of our training team, you will play a vital role in shaping the voice and accent of our agents.

Responsibilities:

  • Develop and implement comprehensive training programs for our voice and accent teams to enhance their skills and knowledge.
  • Conduct training sessions on soft skills, voice and accent communication to new hires to equip them with the necessary tools to perform their job effectively.
  • 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:

  • Must be able 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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