Assistant Manager Training Gurgaon Nh8 REF89096EExcellent Communication skills, Soft Skills Trainer, Voice & Accent Trainer

Gurgaon - India

Monthly Salary: Not Disclosed

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Job Summary

Key Responsibilities

Voice Communication Excellence

Monitor and evaluate agent communication on calls to ensure clarity empathy and professionalism.

Provide coaching and feedback to agents for improving voice modulation accent tone and customer handling.

Develop communication frameworks and call scripts to standardize customer interactions.

Training & Upskilling

Conduct training sessions on soft skills voice & accent and customer service etiquette.

Design and implement communication workshops to enhance listening articulation and persuasion skills.

Collaborate with training teams to upskill new hires and existing staff on communication & Compliance

Ensure adherence to communication guidelines compliance requirements and client expectations.

Partner with Quality Assurance teams to identify communication gaps and implement corrective measures.

Track and report communication performance metrics (CSAT NPS First Call Resolution etc.).Stakeholder ManagementWork closely with clients to understand communication expectations and align training programs leadership communication initiatives within the voice business as a bridge between operations training and quality teams for communication-related improvements.

Qualifications :

Required Skills & Competencies

Strong verbal and written communication skills with emphasis on voice clarity and customer empathy.

Expertise in Voice & Accent training and customer service communication.

Ability to coach mentor and motivate teams in a fast-paced BPO environment.

Proficiency in call monitoring tools CRM platforms and MS Office.

Analytical skills to interpret communication-related KPIs and drive improvements.

Qualifications & Experience

Bachelors/Masters degree in Communication English Business Administration or related field.

46 years of experience in a voice-based BPO environment with at least 2 years in a training/communication leadership role.

Proven track record in managing communication programs training delivery and client interaction.

Remote Work :

Employment Type :

Full-time

Key ResponsibilitiesVoice Communication ExcellenceMonitor and evaluate agent communication on calls to ensure clarity empathy and professionalism.Provide coaching and feedback to agents for improving voice modulation accent tone and customer handling.Develop communication frameworks and call scripts...