CE Coach_V&A Trainer
- IGT Solutions
- 1 - 4 years
- Noida, Gurugram
- 5 days ago
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Job Description
IGT Solutions Pvt Ltd is a leading IT & BPM services provider committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. The company offers integrated IT-BPM services comprising of Application Development and Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Services and Consulting Services to the Travel industry worldwide. IGT boasts of a talent pool of over 10,000+ travel industry experts with its 15 state-of-the-art delivery centres and worldwide operational presence. IGT, through its innovative solutions and services, offers a unique value proposition in terms of quality, flexibility and cost savings to a large number of airlines, travel management companies, OTAs, travel technology companies, airports, railways, cruise liners and hotels. IGT Solutions provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups.
Please find below the job description for the above mentioned role :
Job Title: Customer Experience Coach (Voice & Accent Trainer)
Location - Gurgaon
Company Overview: IGT Solutions is a global leader in providing end-to-end outsourcing solutions for the travel, transportation, and hospitality industries. We specialize in delivering world-class customer service and operational excellence. With a presence across multiple countries, we are committed to enhancing the customer experience through cutting-edge technology, highly skilled professionals, and data-driven insights. At IGT, we prioritize innovation, collaboration, and continuous growth, ensuring that our clients receive top-notch services that drive business success.
Job Responsibilities:
- Provide feedback and coaching on presentation skills to enhance overall performance.
- Serve as the liaison between quality and operations from a training and development perspective.
- Demonstrate a strong aptitude for delivering exceptional customer experience.
- Utilize strong analytical skills and attention to detail to monitor performance metrics.
- Familiarity with call monitoring, TNI (Training Needs Identification), and implementation of improvements.
- Work closely with new hires to enhance their communication skills and ensure consistent performance.
- Lead refresher training sessions based on TNI findings and conduct calibration sessions.
- Develop and execute strategies to improve CSAT metrics through engaging contests and refresher initiatives.
- Regularly monitor calls and agent performance to ensure quality standards are met.
- Conduct assessments to identify areas of improvement and implement action plans accordingly.
- Perform training needs analysis, prepare action plans, and report on progress and improvements.
Requirements:
- Bachelor's Degree (Any Field).
- Excellent verbal and written communication skills.
Ability to work in a 24/7 environment (6-day work week).
Job Classification
Industry: BPM / BPOFunctional Area / Department: Teaching & TrainingRole Category: Teaching & Training - OtherRole: Teaching & Training - OtherEmployement Type: FreshersContact Details:
Company: IGT SolutionsLocation(s): Noida, Gurugram
Keyskills: V&A trainer V&A training voice and accent trainer
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