Looking CE Coach/V & A Coach @ IGT Solutions

Job Description

Roles and Responsibilities

Greetings From IGT !

• Develop and deliver modules pertaining to Customer Experience Blueprint Trainings across customer service operations in a contact center environment
• Design & deliver learning interventions to train customer service teams on the emotional, empathy, energy and engagement aspects of customer service delivery
• Be a Customer Centricity Champion. Create, Develop and Deliver trainings based on Customer Experience Blueprints that help learners excel in their customer service skills
• As a Customer Experience champion be responsible for strengthening the teams' communication and soft skills to enhance customer outcomes in the form of CSAT and NPS
• Experience in training communication, customer engagement, soft skills, and customer resolution trainings in Travel or BPO industry
• Coach and develop Customer Experience Champions across Operations team members to deliver effective CE Coaching that directly impacts customer outcomes
• You should have a proven track record of training and coaching large teams for customer success in meeting performance targets related to CSAT, DSAT, NPS
• Capture, acknowledge and reward moments where agents have WOWed our customers on phone or chat and similarly capture, acknowledge and improve upon situations where the opposite has happened and left our customers dissatisfied.
• Develop and formulate customer experience training curriculum, conduct group trainings and individual coaching and knowledge assessment to new and existing CS agents with the objective to ensure superior and consistent service quality
• Advocate Customer Experience principles and be a champion of effective coaching on customer engagement, soft skills, communication enhancement and impressive customer service delivery
• Utilize effective presentation and facilitation skills including creative training techniques and accelerated learning techniques using a variety of training delivery modalities in a classroom/virtual environment
• Prepare and present training materials through effective learning sessions, hands on demonstrations, and supporting activities for superior customer service skills
• Implement learning strategies and effective training programs that are aligned with the Customer Experience teams objectives
• Develop collaborative relationships with internal & external stakeholders to ensure flawless execution of learning interventions and drive performance excellence.
• Participate in calibration sessions with Operations, Quality and Training Managers, Trainers as well as other CE coaches
• Partner with Operations Managers, QA and Training Team to outline specific content related to training needs identified in enhancing overall customer experience
• Ability to Deep dive into our operational insights to identify opportunities, themes, and gaps to upskill team performance on Customer Experience skills.
• Provide feedback through call monitoring assessment and in-person to assist Voice and Chat agents in providing a higher degree of customer service on calls and chat

Desired Candidate Profile

Need 1 to 4 years of experience is same domain.

Excellent communication skill

Rotational Shifts

Interested Candidate share resume over

sw**********a@ig*********s.com

Job Classification

Industry: BPO / Call Centre
Functional Area: Teaching & Training,
Role Category: Corporate Training
Role: Corporate Training
Employement Type: Full time

Education

Under Graduation: Any Graduate
Post Graduation: Any Postgraduate

Contact Details:

Company: IGT Solutions Private Limited
Address: Infotech Centre, 14/2, Old Delhi Gurgaon Road, Dundahera, GURGAON, Haryana, India
Location(s): Pune

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Accounting / Finance Advertising / MR / PR / Events Agriculture / Dairy Animation / Multimedia Architecture / Interior Design Astrology Automobile / Auto Ancillaries / Auto Components Aviation / Airline / Aerospace / Aeronautical Banking / Financial Services / Broking BPO / Call Center / ITeS Brewery / Distillery Broadcasting Cement / Building Material Chemical / Petro / Plastic / Rubber / Glass Consumer Electronics / Appliances / Durables Courier / Transportation / Freight Defence / Government Education / Teaching / Training Electricals / Switchgears Engineering / Construction / Cement / Metals Environment / Waste Management Export / Import / Trading Facility Management Fertilizers / Pesticides FMCG / Foods / Beverage Food Processing Furnishings / Ceramics / Sanitaryware / Electricals Gems / Jewellery Gifts / Toys / Stationary Government / Departmental Heat Ventilation / Air Conditioning Hotel / Restaurant Industrial Design Industrial Products / Heavy Machinery Insurance Internet / E-Commerce IT - Hardware / Networking IT - Software / Services KPO / Research / Analytics Leather / Leather Products Legal / Courts Logistics / Courier / Transportation Management Consulting / Strategy Manufacturing / Production Matrimony / Matchmaking Media / Entertainment Medical / Healthcare / Hospital Merchant Navy Metal / Iron / Steel MFI - Micro Finance Military / Police / Arms Ammunition Mining / Quarrying NBFC-Non Banking Financial Services NGO / Social Work Office Equipment / Automation Not Mentioned Paint / Art / Sculpture / Craft Paper / Wood Personal Care / Beauty Pharma / Biotech / Clinical Research Politics Power / Energy / Oil / Gas / Petroleum Printing / Publishing / Packaging Quality Certification Real Estate / Property Recruitment Services / RPO Religion / Spirituality Retail Security / Detective Services Semiconductors / Electronics Shipping / Marine Telecom / ISP Textile / Garments / Fashion Travel / Tourism / Hotels / Airlines / Railways Unskilled Labor / Domestic Help Veterinary Science / Pet Care Sports / Fitness / Beauty

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Keyskills:   Training Soft Skills Customer Experience VNA Call Quality CSAT