Firstsource - Pre Process Trainer ( 1 - 3 yrs Exp ).
Designation: Pre Process TrainerJob Description:Conducting New hire Training (Class room training) – Soft Skills: Communication skills, Customer Service, English grammar etc.The holder of this role is responsible for improving communication of agents through managing calls/evaluating emails, coaching and giving feedback to agents.Company Profile:Firstsource (Formerly ICICI Onesource) is among India?s top three pure-play BPO services provider. We provide offshore BPO services to some of the World?s Fortune 500 and FTSE 100 companies primarily in the Banking and Financial Services, Telecommunications and Media and Healthcare Industries.With over 21,000 employees, Firstsource ranks amongst India’s fastest growing BPO companies. We are constantly on the look out for the right talent across various levels and operational expertise.The Firstsource brand is built around a core of professionalism, meritocracy and innovation.Firstsource is managed by an experienced team drawn from across industries and cultures. Employees can look forward to career growth and working for a growing global company.Desired Profile:* Delivery of soft skills and communication skills training for agents on the floor * Accredit calls taken by associates on a regular basis to identify and rectify gaps. * Coach agents to perform better on calls/write emails through one on one feedback sessions and call monitoring/correcting emails. * Identification of training needs through workshops run across projects and across levels (TNI – 2 calls / * associate / week) or evaluate 4 mails per person per week. * Tracking progress of the agent based on call monitoring * To give one on one feedback to the CSA's / TL's based on the research done through call accreditation. * Preparing and circulating reports made, based on research done through call accreditation/mail evaluation, along with steps taken to close the gaps identified * To run voice and accent neutralization refresher training (on a monthly, quarterly, half yearly basis, as the need may be) based on gaps identified through TNI * To conduct soft skills training as and when the need arises * Co – ordinate all logistics related to training delivery * Maintain records of training activities, monitor the effectiveness of training programmes and follow up on pre and post training evaluations * Track and measure the effectiveness of training* Sr CSA can also apply for the sameExperience: 1 - 3 YearsEducation:UG - Any Graduate - Any Specialization,Graduation Not Required PG - Any PG Course - Any Specialization,Post Graduation Not Required
Designation: Pre Process TrainerJob Description:Conducting New hire Training (Class room training) – Soft Skills: Communication skills, Customer Service, English grammar etc.The holder of this role is responsible for improving communication of agents through managing calls/evaluating emails, coaching and giving feedback to agents.Company Profile:Firstsource (Formerly ICICI Onesource) is among India?s top three pure-play BPO services provider. We provide offshore BPO services to some of the World?s Fortune 500 and FTSE 100 companies primarily in the Banking and Financial Services, Telecommunications and Media and Healthcare Industries.With over 21,000 employees, Firstsource ranks amongst India’s fastest growing BPO companies. We are constantly on the look out for the right talent across various levels and operational expertise.The Firstsource brand is built around a core of professionalism, meritocracy and innovation.Firstsource is managed by an experienced team drawn from across industries and cultures. Employees can look forward to career growth and working for a growing global company.Desired Profile:* Delivery of soft skills and communication skills training for agents on the floor * Accredit calls taken by associates on a regular basis to identify and rectify gaps. * Coach agents to perform better on calls/write emails through one on one feedback sessions and call monitoring/correcting emails. * Identification of training needs through workshops run across projects and across levels (TNI – 2 calls / * associate / week) or evaluate 4 mails per person per week. * Tracking progress of the agent based on call monitoring * To give one on one feedback to the CSA's / TL's based on the research done through call accreditation. * Preparing and circulating reports made, based on research done through call accreditation/mail evaluation, along with steps taken to close the gaps identified * To run voice and accent neutralization refresher training (on a monthly, quarterly, half yearly basis, as the need may be) based on gaps identified through TNI * To conduct soft skills training as and when the need arises * Co – ordinate all logistics related to training delivery * Maintain records of training activities, monitor the effectiveness of training programmes and follow up on pre and post training evaluations * Track and measure the effectiveness of training* Sr CSA can also apply for the sameExperience: 1 - 3 YearsEducation:UG - Any Graduate - Any Specialization,Graduation Not Required PG - Any PG Course - Any Specialization,Post Graduation Not Required
Location: MumbaiFunctional
Area: ITES/BPO/KPO, Customer Service, Ops.
Role: Voice & Accent Trainer
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