- Conduct language training sessions for individuals and groups, focusing on improving communication skills and soft skills, including verbal and non-verbal communication
- Develop and implement sales training programs, including workshops and one-on-one coaching sessions.
- Provide support and guidance to agents, helping them overcome language barriers and build confidence in their communication skills
- Serve as the liaison between Quality/Operations/Training from a learning and development perspective.
- Ability to analyze performance data from a Sales/Customer experience perspective and provide actionable insights
- Develop and execute strategies to improve CSAT/Sales metrics through engaging contests and refresher initiatives.
- Conduct assessments to identify areas of improvement and implement action plans accordingly.
- Perform training needs analysis, prepare action plans, and report on progress and improvements.
- Lead refresher training sessions based on TNI findings and conduct calibration sessions.
- Familiarity with call monitoring, TNI (Training Needs Identification), and implementation of improvements.
- Work closely with new hires to enhance their communication skills and ensure consistent performance.
- Document coaching sessions and track progress to measure the impact of training efforts.
- Stay up-to-date with industry trends, sales techniques, and market conditions.
- Robust collaboration with internal partners (Quality/Operations/Training) to ensure metrics are met