Job description
– Train a team of associates and impart knowledge that impact soft skills, process ,language or behaviors defined by client.
– Conduct refresher and update training on , Soft skills, Voice intonation.
– Ongoing monitoring of associates performance and tracking deviations.
– Help in achieving continuous improvements by running refreshers that are specifically curated to meet the KPI’s
– Regularly assess training needs to fill gaps in performance.
– Conduct periodic meetings & huddles with the team to gauge and improve performance.
– Track and ensure improvement of lower performing associates.
– Facilitating internal audits on communications and soft skills.
– Successfully conduct TNI and TNA on a monthly basis and plug back loopholes in training.
– Conduct refresher sessions with NH agents to keep them posted about Soft skills and Accent Neutralization.
– Publish dashboard on weekly basis with numbers of monitoring and coaching sessions conducted and RCA.
– Train new hire batches, on communication, soft skills and cultural aspects.