Communication Manager - Training

• To motivate, develop and mentor team members in a dynamically changing environment
• Manage group of communication coaches
• Ability to plan training & refresher on communication
• Ability to assess & set the priorities on daily basis - considering the expected volume of engagements
• Ability to quickly channelize the existing resources, if need be, into any of the internal segments, basis the surge in the volume
• Ability to prove Service Management Expertise for long pending cases, to ensure quick closure of such engagements
• Ability to understand & mitigate any concerns, which are causing delay in engagement progressions
• Must be able to coach & mentor the team on regular basis
• Must be ready to pick-up & drive towards the smooth closure of escalated engagements
• Must be able to draft & execute Achievement driven Incentive/Additional Incentive plans for the team
• Ability to drive the Training & Quality teams, by providing inputs - to eventually improve the floor's performance
• Ability to prepare & present SLA/KPI & other Metric driven Dashboards/Reports for Internal & External reviews
• Ability to prepare / update audit sheets as per the business / client's requirements
• Should be able to lead Governance/Escalations calls with the Client

Educational Qualification required for the position.

• As per SOW

Functional Competencies and skill sets required for the position

• Should possess experience in to international Chat/Voice process, preferable Telco experience
• Experience in managing ISP Operations with relevant domain knowledge
• Excellent Communication skills
• Good command over spoken and written English
• Candidate should be ready to work in a 24*7 environment
• Should have a flair for Customer Service, Technical, Billing & Sales
• Persuasive Speaking Skills- Able to understand customer's needs and to add value to client by selling aggregated values
• Highly energetic and self-motivated- Able to keep himself with a positive attitude despite customer's objections
• Customer Focus- Taking action to exceed Customer expectations. This includes asking accurate questions, identify customer needs, summarize the steps to be taken, and following up to ensure the Customer was satisfied with the results based on client's individual needs
• Multi-Tasking- Accurately & efficiently performing multiple responsibilities & frequently moving from one activity to another without losing focus & without impacting client satisfaction efficiently
• Ownership- Taking responsibility for one's own actions and holding others accountable for theirs; assuming responsibility for a job well done; being dependable, hardworking and focused on doing whatever is necessary to get the job done; demonstrating a commitment and pride in one's own work
• Positive Attitude- Viewing the world in a positive and optimistic manner, rather than being cynical, distrustful or pessimistic; looking for the positive side to every situation rather than focusing on the negative
• Problem Solving- Being able to resolve problems that involve people, things, and processes requiring general logic and common sense. This may include gathering relevant information, considering alternatives, and drawing logical conclusions based on facts
• Processing Speed- Quickly interpreting and then responding to information. This includes quickly understanding the meaning of information and then providing an appropriate response
• Quality Focus- Paying attention to and being able to identify small differences, mistakes or defects. This also involves being able to know when something is wrong or is likely to go wrong
• Sales Focus- Influencing Customers decisions by creating an environment in which the needs of the Customer are being matched to the products and services provided by the person/organization; creating a positive impact on the Customer and persistently pursuing business
• Integrity- Possessing principles and values that guide one to behave in a fair and honest manner; demonstrating sound business ethics; stepping forward and taking a stand for what is right when made aware of unethical behavior by others

Relevant experience required for the position

• As per SOW