Senior Executive

Key Responsibilities :

Facilitate comprehensive process and communication skills training for new hires, focusing on chat, email, and voice customer service channels.

Provide hands-on floor support and coaching to agents during their initial live sessions, ensuring smooth transition and confidence.

Conduct regular assessments and knowledge checks to evaluate agent performance deliver constructive feedback to promote continuous improvement.

Perform Training Needs Analysis (TNA) to identify gaps in agent skills, particularly in communication and soft skills, and design targeted interventions.

Develop and update training materials, including manuals, guides, presentations, and e-learning content, tailored to multichannel customer service environments.

Collaborate closely with subject matter experts (SMEs) to ensure training content is accurate, relevant, and aligned with current business processes.

Customize training sessions to address the unique needs of different teams, focusing on enhancing communication effectiveness and customer experience.

Deliver training through diverse formats such as in-person workshops, virtual sessions, and one-on-one coaching tailored to individual learning styles.

Assess trainees' understanding and practical application of skills using quizzes, hands-on exercises, and real-time simulations.

Gather and analyze feedback from trainees to continuously refine training methods and content.

Monitor and report on training progress, agent performance improvements, and overall training effectiveness to management.

Stay informed on industry best practices, emerging trends in customer service, and new communication tools to keep training materials current.

Identify process and communication gaps within teams and propose actionable improvements to enhance overall service quality.

Work closely with quality assurance teams to ensure training aligns with quality standards, compliance requirements, and regulatory guidelines.

Maintain meticulous records of training activities, attendance, assessments, and completion metrics.

Prepare detailed reports on training outcomes and recommend strategies for ongoing development and upskilling.

Qualifications & Experience :

Proven experience in delivering communication and soft skills training within a customer service environment.

Hands-on experience training across multiple channels, including chat, email, and voice support.

Strong understanding of customer service operations, challenges, and performance metrics.

Excellent interpersonal and coaching skills, with the ability to motivate and engage diverse learner groups.

Familiarity with training tools, Learning Management Systems (LMS), and e-learning content development.

Ability to analyze training effectiveness and implement continuous improvement strategies.

Strong organizational skills with attention to detail in documentation and reporting.

Prior experience working closely with quality assurance or compliance teams is a plus.

TTT Certified preferred.

Needs to be felxible with shifts / WO.

Skills Required

Presentation Skills, Communication, Critical Thinking