Floor Voice Coach for Accenture
Accenture Services Pvt Ltd, Bangalore 1 - 5 Yrs
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This position is responsible for conducting and leading training for employees. Through training programs.
This position will ensure that new employee training and continuing developmental programs are conducted to enhance overall service center performance.
Responsibilities
Monitor and give feedback on Accent &Soft Skills to agents on the Production Floor.
Motivate and encourage the team on performance
Ensure the Customer Satisfaction scores increase
Conduct short bursts of refresher training for agents on the floor at regular intervals
Regularly add value to the team by teaching appropriate responses on calls, being sensitive to cultural issues.
Responsible for pre-process certification at the various vendor locations.
Participate in team huddles and give communication updates.
Responsible for networking with the team, operations and any other division when the need arises.
Indulge in calibration process to ensure that all the voice coaches are in the same page.
Documenting training progress and reporting it to training / Operations.
Assist HR in recruitment and selection process for new hire as and when required.