SoftNice - Manager - Learning & Development

Responsibilities:

Designing and conducting regular training on soft skills, chat etiquettes, grammar & style (preferably US English) for professional development of our recruitment team.

Collating learning needs (behavioural/functional), standardise & schedule the training.

Listen to calls on the operation floor, provide feedback and conduct coaching sessions to improve/ maintain language skills, soft skills, and call handling skills.

Monitor and provide feedback for bottom performers & arrange special coaching sessions for them.

Conducting regular assessment & refresher training sessions of the Recruiters.

Use the various learning tools to enhance spoken capabilities.

Prepare and deliver tailor made courses as & when required.

Maintaining and reporting audit/feedback/ coaching/ training records.

Should have the ability to create flyers basis the observation on the call audits.

Dedication to ongoing training and process improvement.

Assist HR in recruitment and selection process for new hire.

Requirements

Minimum 5 years of experience as a "Voice & Accent Trainer (US English)"

Must have proven track record of significant improvements in the learning processes, productivity, and customer satisfaction.

Extensive knowledge of Voice Modulation & Accent Neutralisation Training & different aspect of communication skills.

Well versed with language assessment tools & in assessing international markets, preferably exposed to US culture.

Professional telephone etiquettes and sensitivity to different cultures and language aptitudes

Strong command over the English language (specifically concepts of functional grammar and its usage) both in terms of understanding and assessing.

Must possess thorough knowledge on Speech Sounds Grammar concepts and usages Voice, Email / Chat.

Should have classroom training experience. Must possess good people management skills.

Ability to work effectively with all levels of management and internal/external customers.

A self-starter who can handle own time and progress projects, despite multiple demands and contending priorities.