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
- Experience in facilitation of Communication Cultural Soft Skills V&A Training
- Should understand core concepts of the CCT function
- Drive and improve Spoken and Written English Communication
- Conduct TNI and TNA to program the modules as per the process needs
- New Hire Training on Spoken and Written Communication
- Training on Customer Service and Cultural Alignment
- 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
- Ensure there is adequate and effective training support provided
- Provide real time support to teams working on projects
- Leadership & Organizational skills aimed at 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 ensure maximum participation
- Should have mastery on various training methodologies
