Barranquilla, Colombia.

• Full time availability.

We are looking for an Assistant manager to drive Language and floor support training teams for on-time and quality delivery. To impart training on soft skill, voice and accent/ communication skills to the new hire and enable them to perform their job effectively and efficiently.

EDUCATIONAL QUALIFICATION

• Celta certification is an added advantage

SPECIALIST/TECHNICAL KNOWLEDGE, SKILLS, APTITUDE & EXPERIENCE

• Excellent Facilitation, Coaching & Mentoring Skills
• Excellent command over the language (both written and spoken)
• Prioritizing & Organizing skills
• A flair for Coaching, Development and Counselling skills
• Problem solving skills and an ability to analyze and take decisions
• Ability to motivate trainees
• Ability to meet acute deadlines
• Flexibility and willingness to take on additional responsibility as well as travel if necessary to train batches
• Proficiency in MS Office
• Knowledge of Utilities industry preferred
• Should be from a BPO / Floor Support / Training Experience

• Drive and improve verbal/ Non-verbal Communication and Floor Support for on-time and quality delivery
• Conduct TNI & TNA to program the modules as per the process needs
• New Hire Training on Voice/Written Communication, Customer Service & Cultural Alignment for Pre-Process batches
• Conduct TNA through NPS/CSAT/ EOE/ Quality Analysis
• Conduct TNI through floor interventions
• CSAT management through Agent Skill Mapping and development
• Front-end skill management initiatives including coaching & training
• SLA Management for all Floor Training Initiatives
• On Time Reporting of CSAT/QA Management Drives
• Prepare site related management reports, WBR, MBR etc
• Ensure optimum utilization of training resources within the site
• Liaise with Operation to ensure there is adequate and effective training support provided
• Analyse and identify internal/external customer requirements through data analysis and use training as a tool to resolve issues. Report accurate statistics
• Consistently achieve or exceed quality training and targets
• Conform to company and client security requirements