Communication Coach @ Convergys

Convergys

Communication Coach, Pune

CTC: Rs. 2,50,000 - 4,00,000 p.a.


Job Summary

Key Skills :
Voice Accent, Communication Coach, Floor Support, SME

Specialization:
Voice & Accent Training

Job Function:
Operations/Customer Service/Telecalling/Backend

Industry:
CRM/CallCentres/BPO/ITES/Med.Trans

Qualification:
School & Graduation - Any Graduate

Industry
Other BPOs, KPOs, LPOs, ITES, Transcription

Size:
10001+ Employees

Turnover:
5000 - 10000 Crores

Hiring Office : Pune

Vacancies : 1

Job Description

The Language Coach is responsible for evaluating offshore agents to ensure adherence to communication and language acceptability standards. This individual is also responsible for providing coaching/feedback to offshore agents in order to develop their communication skills.
Sample and evaluate language quality.
Participate in calibration sessions with Quality/Communication Leadership staff, Convergys personnel and clients.

Achieve departmental productivity requirements (e.g. number of calls monitored per week on schedule, calibration time, etc.).
Participate in Internal Language acceptability audits and recommend changes.
Provide feedback through call monitoring system and in-person to assist Team Leader in development of front-line employees.



Desired Candidate Profile:

Resource with an ability to monitor and coach agents on Language Skills which include sentence construction, grammar, rate of speech, clarity of speech, pronunciation of process specific words, or soft skills like Call Control etc.
Ability to give constructive, direct feedback to agents concerning communication
Ability to identify basic language issues and introduce effective means to improve
Understands principles of building rapport with the consumer by using transition statements, verbal nods, small talk, tone, courtesy and empathy Work with internal partners to identify agents with language opportunity
Formal, specialized, job-related training with one to three years related work experience Proficiency with various software applications such as Microsoft Word and Excel.
Working knowledge of applicable customer contact systems (e.g.phone, email, web).
Process Improvement knowledge/analytical skills preferred.
Ability to use quality system tools (charts, graphs, etc.)
Performance-oriented
Excellent communication skills
Ability to build productive working relationships

Job Posted By convergys

Company Profile:

Convergys Corporation is a global leader in providing customer care, human resources, and billing services. Convergys combines specialized knowledge and expertise with solid execution to deliver outsourced solutions, consulting services, and software support. Clients in more than 70 countries speaking nearly 35 languages depend on Convergys to manage the increasing complexity and cost of caring for customers and employees. Convergys serves the world's leading companies in many industries including communications, financial services, technology, and consumer products.

Convergys is a member of the S&P 500 and a Fortune Most Admired Company. Headquartered in Cincinnati, Ohio, Convergys has approximately 74,000 employees in 77 customer contact centers, three data centers, and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia. For more information visit www.convergys.com.
Executive Name:
Shalina

If interested kindly send your updated resume to shalina.khemlani@convergys.com.

Click here to Apply


Regards,
Shalina

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