training Supervisor (voice & accent trainer)Concentrix

Please Note: Job cannot be performed in the state of Colorado, USA.
Job Title: Training Supervisor (Voice & Accent Trainer)
Job Description 1.) Conducts TNA through consistent alignment with Operations by auditing calls/emails and chats and understanding needs for Soft Skills improvement and shares feedback with stakeholders.
2.) Creates Training module for Soft Skills and V&A improvement.
3.) Conducts CET Training, refresher training based on TNA.
4.) Maintains reports such as training completion, agent development progress report, etc.
5.) Collaborates with Operations and other product trainers and contributes to process improvements and innovation in the training function.
6.) Attends TTT for any client requirements and interfaces with the client when needed.
7.) Conducts Training effectiveness analysis and shares feedback with the client and stakeholders.
8.) Conducts regular side by side monitoring per agent per week and provides feedback to agents on V&A and soft skills.
1.) Conducts TNA through consistent alignment with Operations by auditing calls/emails and chats and understanding needs for Soft Skills improvement and shares feedback with stakeholders.
2.) Creates Training module for Soft Skills and V&A improvement.
3.) Conducts CET Training, refresher training based on TNA.
4.) Maintains reports such as training completion, agent development progress report, etc.
5.) Collaborates with Operations and other product trainers and contributes to process improvements and innovation in the training function.
6.) Attends TTT for any client requirements and interfaces with the client when needed.
7.) Conducts Training effectiveness analysis and shares feedback with the client and stakeholders.
8.) Conducts regular side by side monitoring per agent per week and provides feedback to agents on V&A and soft skills.
Location: PHL Cebu City - 11th floor, eBlock 4, P. del Mar
Language Requirements:
Time Type: Full time
Concentrix

Cebu
Permanent
Full-time