Job Description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

We are seeking a Communications Skills Trainer to conduct soft skills and language training for new hires based on the roadmaps defined. The ideal candidate will also carry out floor support interventions.

As Communication Skills Trainer, You Will…

• Deliver sessions for new hires, tenured employees, and cross-functional teams
• Support production associates on a real time basis
• Monitor voice and digital interactions live and provide timely responses that defuse customer dissatisfaction
• Work with associates in Academy Bay
• Evaluate customer and associate interactions on the stipulated Evaluation form and score the associates basis their performance on soft skills and resolution (If need be)
• Study top performers customer interactions and disseminate best practices across the account
• Collates WOW chats for future reference
• Provide timely feedback either to the associates or to their TLs emailing a copy to the participants and stakeholders
• Document feedback and evaluations on associate customer interactions
• Publish scores of the groups that the trainer is working with
• Conduct small group training sessions
• Conduct call listening and chat & email readout sessions for the associates
• Recommend remedial and refresher courses to be assigned basis associates’ performance on the floor
• Flag off EWS to the stakeholders if there are any
• Participate in weekly business reviews and provide inputs asked for
• Roll out knowledge checks once a month
• Prepare worksheets and other job-aids for associates reference
• Conduct Dsat analysis from the language and soft skills perspective
• Prepare and publish weekly report with effort and outcomes
• Maintain a repository of suggested responses mandatorily for review and dissipation
• Assess prospective candidates/employees on language proficiency

As Communication Skills Trainer, You Have…

• 1 to 3 years of relevant domain experience is compulsory
• Post-secondary degree & above is preferred
• Available to work in weekends
• Commitment to work in any site in Hyderabad
• Excellent facilitation skill
• Strong knowledge in English grammar
• Strong verbal and spoken proficiency in English
• Ability to handle a class of 20 to 50 Trainees
• Intermediate to Advanced level proficiency in Google Suite and Windows Operating System
• Typing speed of 35 WPM with a minimum of 95% accuracy
• A positive work ethic and commitment to the tasks assigned
• Adaptability to trends within the organization
• Compliancy to the organizational policies and standards
• Flexible availability during business exigencies