Job Title : Communication Expert / Trainer
Exp : 0-2Yrs
Job location : Mumbai
Job Description :
- To work with the process UM/s & SMEs and understand the process flow and bridge any gaps pertaining to the communication and soft skills.
- To be a part of the call calibrations (Internal/ External).
- To conduct a TNA(Training Need Analysis) on the Floor.
- Monitoring and reporting of key focus areas of the unit in relation to a sample of customer contacts made in a day
- Coaching and development of trainees by error trend analysis and feedback methodology
- Exposure to conducting communication skills training which includes Soft skill and Language skills with the primary focus on CSAT
- Maintaining a repository of process related words, scripts, session plans conducted
- Effectively tracking improvement and conversion percentage of the incumbents coached and trained
- Designing, Developing, Updating and Delivering Training modules
- To conduct training on Communication skills, Accent Neutralization, Grammar and Customer Service for companies in the Customer Service and Collections Call Center.
Knowledge/Experience :
- Good Verbal & written communication skills to communicate with internal and external customers
- Experience of working in a high stakes
- Good Interpersonal, problem solving, analytical skills.
- Ability to work in a team and good focus on time lines.
- Working knowledge of MS Office.
Competencies/Skills :
- Multitasking across Processes.
- Ability to connect the client expectations with the competencies of an individual
- Understanding the significance of feedback and coaching
- Should have a clear thought process and envisage the impact of an individual's performance on the CSAT
- Training/TNA - back to back Batches.
Qualifications :
- Graduate in any discipline
- any certification on training and coaching
About the company :
When you choose Tata Consultancy Services (TCS) as your IT services, consulting and business solutions partner, you will discover what so many global enterprises have already discovered—the power of certainty.
We are a leader in the global marketplace and among the top 10 technology firms in the world. Our continued rapid growth is a testament to the certainty our clients experience every day. Building on more than 40 years of experience, we add real value to global organizations through domain expertise plus solutions with proven success in the field and world-class service. It’s how we keep you moving forward.
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