Must be amenable to work 100% onsite in WNS Bridgetowne Site.
Must be open to shifting schedule
Must have at least two (2) years of experience in Voice and Accent training
Job Description:
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
