Communication Trainer

Communication Trainer

Communication Trainer


Job Type: Full-Time
Location: Hyderabad, India
Last Updated: 06/05/2011
Post Date: 06/03/2011




Job Description:

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Job Summary
Responsible for monitoring communication quality of HD Technicians , tracking their performance in a QA database, generating Quality Metrics reports, and making specific, written recommendations for Communication remediation, when required. Following up with review of those under remediation plans, to determine progress against plan. Work closely with HD management staff to serve their Client Team needs, while, at the same time, adhering to and promoting the use of standard C3i Communication QA Process and Tools. Also, responsible for managing all operational functions related to the Global Communications and Cultural Training; Change Management, Communications Coaching Management, delivery of Dialect, Customer Service and Culture Training Curriculum.


Principal Responsibilities: (Essential Function)

. Work with Department Heads to gather and analyze Employee Performance data (performance reviews, any/all operational data, etc.) and recommend training programs as appropriate
. As required, develop training content within C3i which includes need analysis, instructional design, and curriculum development.
. Utilizing the "Voice Print" application or live service observes evaluate inbound calls and deliver communication related remediation in an effort to track helpdesk technician's compliance to C3i's Communication standards.
. Prepare and deliver communication evaluation reports. Reports include but are not limited to help desk technician performance reports and remediation sessions completed
. Ensure that all training content is developed in accordance with C3i's Training Methodology
. Ensure a proper cataloguing of C3i's training content related to the Global Operations Center
. During content creation, determine the best methods for training delivery, with emphasis on a blended model between Instructor Led Training and self-based
. Coordinate the communication Training calendar for the account(s), across functions, to ensure all employees received a minimum target of training
. Train the trainers, as appropriate
. Deliver training as appropriate
. Responsible for tracking of all training as per C3i guidelines
. Management of training logistics (classrooms, equipment, supplies, etc.)
. Assist GPE team in quality projects

Staffing Related Processes

. Participate in recruiting of Help Desk staff as needed and provide input/feedback to Managers on potential candidates. as it relates to their communication skills
. Provide input to the Operations Manager with regard to their staff's communication skills for use in Performance Appraisals, Performance Improvement Plans and Analyst Remediation plans.


Training Preparation

. Constantly assess training needs of the Help Desk Analysts population, as follows:
. Ongoing training: regularly assess HDAs' proficiency against required skills
. New application training: stay informed on upcoming changes in the client's system (Change Management Process)
. Prepare Training plans and training material based on evaluations and Quality inputs
. Schedule training classes in coordination with HD Mgr's staffing schedules with minimal impact on call taking ability

Training Delivery

. Deliver training to current and new hire HDAs on the following:
. Customer service skills
. Communication
. Training can be instructor-led, self training or C/WBT
. Liaise with Voice and Accent training provider for assessment and remediation training on Accent
. Ensure that all Communication Training Department records are maintained according to Departmental standards as described in the Training Department Process Manual.
. Measure gaps in documentation and proactively work with local and US Training departments to ensure they are filled.


QA activities

. Review all aspects of Communications Coaching Process Effectiveness (Quality Scores, Training Scores, FCR, Customer Satisfaction, etc) with the Account Trainers and Managers, coordinate corrective actions wherever necessary.
. Ensure that all ISO standards and processes are clearly understood.
. Identify opportunities for new/remedial Communications training based on all viable sources (QA Scores, Testcraft results, C-Sats analysis, etc.).
. Coordinate with Operations Manager to ensure proactive training on any changes to client policies.
. Perform QA assessments, as required
. Provide Just in Time remediation to HDAs based on QA observations
. Monitor Help Desk Analyst progress after remediation training has been performed.
. Provide group and individual performance feedback based on fact based data (training assessments and/or QA results)

Administrative
. Regular reporting on training activities, specifically: Monthly assessment results
. Completes administrative duties such as team member progress and performance reports and tracking all training level data in appropriate databases.
. Interact with Help Desk Management team and Process Manager to report trainee progress, facilitate communications, and elicit input for aligning training activities with business objectives.
. Manage training room and equipment logistics


Job Requirements

Skills

. Excellent presentation and organizational skills.
. Excellent verbal and written communication skills.
. Quantitative and qualitative analysis skills
. Excellent oral and written communication skills
. Ability to work in teams
. Classroom delivery presentation skills preferred
. Advanced quantitative and qualitative analysis skills
. Knowledge of Microsoft Office Suite and other standard PC applications
. Understanding of training project management methodologies





Education

. Bachelors in Education, Information Technology, Business, Human Resources, Organizational Development, related discipline, or equivalent combination of education and professional experience.
. Advanced training certifications preferred

Experience

. Minimum 2+ years of platform instruction experience necessary
. 1+ years Instructional design and curriculum development experience necessary
. Call center training and operations experience necessary
. Pharmaceutical operations experience preferred
. CRM or ERP experience preferred
. ESL or equivalent training experience preferred


Working Relationships

. Manager, Communication Training
. Manager, Training
. Help Desk Operations
. Quality Assurance teams
. Help Desk Personnel

Competencies

. Adaptability
. Analysis
. Customer Service Orientation
. Coaching and Mentoring
. Functional Job Knowledge
. Initiative
. Creativity
. Interpersonal Consideration
. Judgment/Decisiveness
. Managing Stress
. Oral Communication
. Oral Presentation
. Organizational Perspective
. Participative Management Orientation
. Planning and Organizing
. Quality Orientation
. Technical/Professional Competence
. Work Standards
. Written Communication