Voice and Accent Trainer

2 weeks ago

Quezon City, National Capital Region, Philippines WNS Global Services, Inc. Full time ₱900,000 - ₱1,200,000 per year

Job Description & Qualifications:

· 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

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