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Walk-ins Communications Trainer/Voice Coach-Malad on |
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Posted On |
12 Mar, 2010 |
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Job Location |
Mumbai, Mumbai Suburbs |
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Job Description |
· Sr CSA's -who have good comm skills can apply too...
· Delivery of soft skills and communication skills training for agents on the floor
· Accredit calls taken by associates on a regular basis to identify and rectify gaps.
· Coach agents to perform better on calls/write emails through one on one feedback sessions and call
· monitoring/correcting emails.
· Identification of training needs through workshops run across projects and across levels (TNI – 2 calls /
· associate / week) or evaluate 4 mails per person per week.
· Tracking progress of the agent based on call monitoring
· To give one on one feedback to the CSA's / TL's based on the research done through call
· accreditation.
· Preparing and circulating reports made, based on research done through call accreditation/mail
· evaluation, along with steps taken to close the gaps identified
· To run voice and accent neutralization refresher training (on a monthly, quarterly, half yearly basis, as
· the need may be) based on gaps identified through TNI
· To conduct soft skills training as and when the need arises
· Co – ordinate all logistics related to training delivery
· Maintain records of training activities, monitor the effectiveness of training programmes and follow up
· on pre and post training evaluations
· Track and measure the effectiveness of training |
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Candidate Profile/ Job Requirement |
UG - Any Graduate - Any Specialization,Graduation Not Required
PG - Any PG Course - Any Specialization,Post Graduation Not Required
The holder of this role is responsible for improving communication of agents through managing calls/evaluating emails, coaching and giving feedback to agents. The person is also responsible for identifying bottom 20% on the floor through call monitoring and conducting/ designing refresher courses to achieve higher CSAT scores |
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Salary |
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Posted By |
Company |
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Posted By |
Firstsource Solutions Pvt.Ltd. |
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Contact Person |
Ms.May Thomas |
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Contact email ID |
may.thomas@firstsource.com |
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Contact Phone |
66414552 |
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Alternate Contact |
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