Voice and Communications Trainer
2 weeks ago
Company Description
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.
Job Description
To 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
Qualifications
Graduate
Additional Information
US Night Shift
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