VnA - B3/4 - Mumbai

Job Description:

Work Location: Goregaon( NKP)

Transport boundary :

Western line – Bhayander to Churchgate

Central Line – Thane to CST

Harbour line – Vashi to CST

 Shifts : UK shifts(24*7) and any 2 offs

Job Description of a communication coach / trainer: The Communication Coach is responsible for overall development and delivery of various capability development programs in the Operations workforce, primarily focusing on verbal and written communication skills.

Key Requirements:

• Proven and well demonstrated experience as a communications coach
• Experience in cultural coaching in the UK Insurance domain.
• Experience in TNA or ADDIE Model (Analysis, Design, Development, Implementation, and Evaluation)
• Rich experience in delivering either communication, intercultural or interpersonal skills
• To conduct both new hire & existing associates on the floor with refresher training program on communication skills, accent neutralization, grammar, culture & customer service. Maintaining the same data & MIS as per training requirement.
• Monitor communication, soft skills & culture parameters.
• Coaching & development of trainees by error trend analysis & feedback methodology
• Analysis of the coaching / training needs of the associates & support them in delivering to the end customer
• Maintain a repository of processes related to words, scripts, session plan conducted
• Effectively track improvements and conversion percentage of the incumbents coached and trained
• To work with process team leaders / quality staff & SMEs and understand the process flow and bridge the gaps pertaining to the communication & soft skills
• Participate in calibration to ensure consistent scoring and feedback delivery approach
• Added advantage – Should be able to design, develop & deliver training program individually
• Ability to work flexible hours including weekend working.

Skills required:

• Good verbal & written communication skills to communicate with internal & external customers
• Effective training skills – the ability to teach coach and mentor other individuals
• Good understanding and knowledge of communication, culture & soft skills training
• Experience to work in high stake environment
• Good interpersonal skills, problem solving & analytical skills
• Ability to work in a team with delivering the required results & meeting timelines
• Working knowledge of MS office that includes presentation, excel etc