Job Description
Job Advertising Instructions
ANZ has a requirement of Coach and Master Trainer role, inviting applications from candidates who have 5-7 years of experience as a Voice/Soft Skill Trainer
Candidates need to be flexible working in early morning shifts 4am or 5am login.
About the role
This role is responsible to support the development and implementation of Communication Capability and practices including voice and written skills. Effectively deliver communication and customer service skills through training and coaching for new-hire and BAU staff. Help support various functions as Communication SME promoting awareness about customer handling skills. The role will also be responsible for leading the team that handles all communication and customer service skills training and coaching activities for CSO.
Establish the Coaching frameworks in the respective businesses.
Train & Coach staff on communication and customer service skills.
Assist in recruitment by assessing candidates on communication skills at the hiring stage.
Supervise the team in managing all relevant assessments, training and coaching that targets development of communication and customer service skills.
What will your day look like
Your key priorities and responsibilities include:
Soft skill training for new entrants to build a comprehensive Voice Capability model within the business
Ensure call monitoring, coaching and training is tracked effectively.
Ensure coaching/training is delivered efficiently and is linked to business priorities
Ensure coaching/training is completed within timelines and cost parameters
Coordinate, execute and coach/train staff on communication and customer service skills
Co-ordinate and deliver coaching/training in an effective and engaging manner
Ensure timely feedback is sought and continuous improvement is established
Encourage a culture of empowerment and accountability, where staff take responsibility for customer centricity and quality customer call interaction
ANZ has a requirement of Coach and Master Trainer role, inviting applications from candidates who have 5-7 years of experience as a Voice/Soft Skill Trainer
Candidates need to be flexible working in early morning shifts 4am or 5am login.
About the role
This role is responsible to support the development and implementation of Communication Capability and practices including voice and written skills. Effectively deliver communication and customer service skills through training and coaching for new-hire and BAU staff. Help support various functions as Communication SME promoting awareness about customer handling skills. The role will also be responsible for leading the team that handles all communication and customer service skills training and coaching activities for CSO.
Establish the Coaching frameworks in the respective businesses.
Train & Coach staff on communication and customer service skills.
Assist in recruitment by assessing candidates on communication skills at the hiring stage.
Supervise the team in managing all relevant assessments, training and coaching that targets development of communication and customer service skills.
What will your day look like
Your key priorities and responsibilities include:
Soft skill training for new entrants to build a comprehensive Voice Capability model within the business
Ensure call monitoring, coaching and training is tracked effectively.
Ensure coaching/training is delivered efficiently and is linked to business priorities
Ensure coaching/training is completed within timelines and cost parameters
Coordinate, execute and coach/train staff on communication and customer service skills
Co-ordinate and deliver coaching/training in an effective and engaging manner
Ensure timely feedback is sought and continuous improvement is established
Encourage a culture of empowerment and accountability, where staff take responsibility for customer centricity and quality customer call interaction
💡 Quick Summary
Seeking a career-building opportunity? The Coach and Master Trainer position is now open for candidates interested in the Bank Jobs sector. This role in Bengaluru offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.