Voice & Accent Trainer - Associate Process Manager (VNA Training BPO)

Key Responsibilities :

• Conduct thorough assessments of call Center agents' language proficiency, identifying areas of improvement related to grammar, pronunciation, speech rate, and sentence construction.
• Develop and implement customized coaching plans for individual agents based on their language proficiency levels and specific needs.
• Deliver engaging and interactive coaching sessions that focus on grammar rules, proper pronunciation, clear speech delivery, and constructing coherent sentences.
• Monitor and evaluate agents' performance during live customer interactions, providing real-time feedback and guidance to help them improve their language skills on the job.
• Collaborate with the Training and Development team to integrate language coaching into the overall call center training curriculum.
• Maintain accurate records of agents' progress, coaching sessions, and performance outcomes.
• Stay up-to-date with industry trends, language learning methodologies, and best practices to continuously enhance the effectiveness of language coaching programs.
• Strong knowledge of phonetics and phonology, with the ability to address common pronunciation challenges.
• Excellent communication and interpersonal skills, with the ability to provide constructive feedback in a supportive and motivating manner.
• Proficiency in using coaching tools, software, and resources for language instruction.
• Demonstrated ability to design and implement effective language coaching plans tailored to individual learners.

Skills Required

Coaching, Planning, Excel, Testing