Hucon Solutions (I) Pvt Ltd is one of the Top Recruitment Firms in India and one of the big players in the Hyderabad market.  One of Hucon Solutions clients is looking for a Communication Skills Trainer for their team at Hyderabad.   Job Summary:  Responsible for monitoring communication quality of HD Technicians, tracking their performance in a QA database, generating Quality Metrics reports, and making specific, written recommendations for Communication remediation, when required. Following up with review of those under remediation plans, to determine progress against plan. Work closely with HD management staff to serve their Client Team needs, while, at the same time, adhering to and promoting the use of standard Organization's Communication QA Process and Tools. Also, responsible for managing all operational functions related to the Global Communications and Cultural Training; Change Management, Communications Coaching Management, delivery of Dialect, Customer Service and Culture Training Curriculum.  Principal Responsibilities: (Essential Function)  Work with Department Head to gather and analyze Employee Performance data (performance reviews, any/all operational data, etc.) and recommend training programs as appropriate  As required, develop training content within the Organization which includes need analysis, instructional design, and curriculum development.  Utilizing the Voice Print application or live service observes evaluate inbound calls and deliver communication related remediation in an effort to track helpdesk technicians compliance to Organization's Communication standards.  Prepare and deliver communication evaluation reports. Reports include but are not limited to help desk technician performance reports and remediation sessions completed  Ensure that all training content is developed in accordance with Organization's Training Methodology  Ensure a proper cataloguing of Organization's training content related to the Global Operations Center  During content creation, determine the best methods for training delivery, with emphasis on a blended model between Instructor Led Training and self-based  Coordinate the communication Training calendar for the account(s), across functions, to ensure all employees received a minimum target of training  Train the trainers, as appropriate  Deliver training as appropriate  Responsible for tracking of all training as per Organization's guidelines  Management of training logistics (classrooms, equipment, supplies, etc.)  Assist GPE team in quality and training projects  Staffing related processes:  Participate in recruiting of Help Desk staff as needed and provide input/feedback to Managers on potential candidates as it relates to their communication skills  Provide input to the Operations Manager with regard to their staffs communication skills for use in Performance Appraisals, Performance Improvement Plans and Analyst Remediation plans.  Training Preparation  Constantly assess training needs of the Help Desk Analysts population, as follows:  Ongoing training: regularly assess HDAs proficiency against required skills  New application training: stay informed on upcoming changes in the clients system (Change Management Process)  Prepare Training plans and training material based on evaluations and Quality inputs  Schedule training classes in coordination with HD Mgrs staffing schedules with minimal impact on call taking ability  Training Delivery  Deliver training to current and new hire HDAs on the following:  Customer service skills  Communication  Training can be instructor-led, self training or C/WBT  Liaise with Voice and Accent training provider for assessment and remediation training on Accent  Ensure that all Communication Training Department records are maintained according to Departmental standards as described in the Training Department Process Manual.  Measure gaps in documentation and proactively work with local and US Training departments to ensure they are filled.  QA activities:  Review all aspects of Communications Coaching Process Effectiveness (Quality Scores, Training Scores, Customer Satisfaction, etc) with the Account Trainers and Managers, coordinate corrective actions wherever necessary.  Ensure that all ISO standards and processes are clearly understood.  Identify opportunities for new/remedial Communications training based on all viable sources (QA Scores, Test craft results, C-Sats analysis, etc.).  Coordinate with Operations Manager to ensure proactive training on any changes to client policies.  Perform QA assessments, as required  Provide Just in Time remediation to HDAs based on QA observations  Monitor Help Desk Analyst progress after remediation training has been performed.  Provide group and individual performance feedback based on fact based data (training assessments and/or QA results)  Administrative:  Regular reporting on training activities, specifically: Monthly assessment results  Completes administrative duties such as team member progress and performance reports and tracking all training level data in appropriate databases.  Interact with Help Desk Management team and Process Manager to report trainee progress, facilitate communications, and elicit input for aligning training activities with business objectives.  Manage training room and equipment logistics  Job Requirements:  Skills  Excellent presentation and organizational skills.  Excellent verbal and written communication skills.  Quantitative and qualitative analysis skills  Excellent oral and written communication skills  Ability to work in teams  Classroom delivery presentation skills preferred  Advanced quantitative and qualitative analysis skills  Knowledge of Microsoft Office Suite and other standard PC applications  Understanding of training project management methodologies  Education:  Bachelors  Advanced training certifications preferred  Experience:  Minimum 2+ years of platform instruction experience necessary  1+ years Instructional design and curriculum development experience  Call center training and operations experience necessary  Pharmaceutical operations experience preferred  CRM or ERP experience preferred  ESL or equivalent training experience preferred  You can also add me on Linkedin: http://in.linkedin.com/in/mirkhan2112

Hyderabad

Communication Skills Trainer - BPO 

Communication Skills Trainer - BPO  ,Job Description for Communication Skills Trainer - BPO  in Hucon Solutions in  Hyderabad for (2-6) years of experience. Apply Now!

Job Description for Communication Skills Trainer - BPO  in Hucon Solutions in  Hyderabad for (2-6) years of experience. Apply Now!