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eClerx
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Process Manager

Process Manager

eClerx

2 - 5 years

4 - 8 Lacs

Mohali

Posted:17 hours ago| Platform:

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Skills Required

customer service presentation skills phonetics software training speech teaching english english literature training teaching english language english training training programs soft skills training process management coaching customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary:

Key Responsibilities:

Voice and Accent Training:
Conduct thorough assessments of the accent and communication skills of contact center agents. Develop customized training plans to address areas that need improvement.
Training Program Development:
Create training materials, modules, and resources tailored to the needs of contact center representatives. Ensure that training programs align with the company's customer service standards.
Training Delivery:
Lead engaging and informative training sessions, workshops, and one-on-one coaching sessions to improve voice clarity, pronunciation, and overall communication skills.
Accent Reduction:
Implement strategies and techniques to help agents reduce their regional accents and speak in a more neutral and understandable manner.
Feedback and Evaluation:
Provide constructive feedback and regular assessments to track the progress of trainees. Adjust training programs as needed based on feedback and performance metrics.
Record Keeping:
Maintain accurate records of training sessions, progress reports, and performance evaluations for each trainee.
Stay Updated:
Keep abreast of industry trends, best practices, and emerging technologies related to voice and accent training. Continuously update training programs to incorporate new insights and approaches.

Qualifications:

Bachelor's degree in English, Linguistics, Communication, or a related field (Master's degree preferred).
Proven experience as a Voice and Accent Trainer or in a similar role within a contact center environment.
Excellent command of the English language with a neutral accent.
Strong understanding of phonetics, phonology, and speech analysis.
Exceptional communication and presentation skills.
Patience and empathy in working with individuals from diverse linguistic backgrounds.
Certification in accent reduction training is a plus.
Proficiency in using training software and tools.
Ability to work independently and as part of a team.

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eClerx

IT Services and IT Consulting

Mumbai Maharashtra

10001 Employees

1506 Jobs

Key People

Mukesh Gupta

Chief Executive Officer
Ankush Tiwari

Chief Financial Officer
Kumar V. Ramakrishnan

Chief Operating Officer
Shruti Mehta

Senior Vice President

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Process Manager

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Job Summary:

Key Responsibilities:

Voice and Accent Training:

Training Program Development:

Training Delivery:

Accent Reduction:

Feedback and Evaluation:

Record Keeping:

Stay Updated:

Qualifications:

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