Communication Coach, Corporate Training
International Luxury Hotel Association
full-time
Posted on:
Location Type: Hybrid
Location: Mumbai • 🇮🇳 India
Visit company websiteJob Level
JuniorMid-Level
About the role
- Evaluating agents and coaching them on communication and language proficiency
- Remote monitoring and side by side/live call monitoring of calls & providing detailed feedback to the advisor
- Identifying gaps in the skills set of the advisors and conducting refresher /remedial trainings on the top defect areas
- Maintaining & Preparing Daily trackers, reports and Weekly/monthly dashboard for reviews
- Participating in Calibrations and achieving the variance targets laid down by the departments
Requirements
- Graduation is mandatory
- Relevant 2-5 years of auditing & coaching experience in a Contact Center environment
- Good in Excel and strong written and Verbal Communication and Presentation skills
- Proficient in designing training modules and delivering refresher/remediation trainings
- Strong knowledge on Communication Skills & experience in training people on pronunciation, Sound Corruption, MTI, Customer Service, Grammar etc.
Benefits
- Motivating the advisors to improve their service and voice quality and reiterating importance of NPS
- Designing and running campaigns to improve the overall NPS for the process
- Conducting Refresher training sessions for the advisors as per standard monthly targets
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
auditingcoachingExceltraining module designremedial trainingcommunication skills trainingpronunciation traininggrammar trainingcustomer service training
Soft skills
communicationlanguage proficiencyfeedbackpresentation skillsorganizational skills