Communications Trainer | Healthcare | EXL MOA

Basic FunctionThe role is primary responsible to identify ways for the staff to improve their overall speaking skills. This may include vocal delivery, articulation, body language, speaking techniques, and persuasive dialogue. The Communication Coach is responsible for evaluating staff to ensure adherence to communication and language acceptable standards.  This individual is also responsible for providing coaching/feedback to staff in order to develop their communication skills.  This role is also responsible for designing and delivering high performing learning solutions in relation to communication effectiveness. The job focuses in monitoring and reviewing the overall learning and development programs for an effective and efficient operational planning and process management. The job also includes curriculum and content development, module designing, evaluating training feedback, and providing recommendations to further enhance the effectiveness of trainings. Furthermore, the role is to develop and enhance business talents and evolve future leaders. The primary interactions would include assessing, training, and mentoring leadership with periodic reporting to stakeholders.Essential FunctionsSample and evaluate language qualityIdentifying the gaps between the desired state and the current state of knowledge and developing customized training curriculum that is scalable and provides EXL a competitive edgeWork with stakeholders to create capability building strategy based on communication-related skills identified as necessary to achieve overall organization goalTraining need analysis, researching, designing and developing content such as module outlines, presentations, trainer’s guide, participant’s guides and other training materialDesigning training aids like activities, role plays, case studies, etc. in order to make the training session more lively and interactiveEnsuring that the quality of content is maintained as per the targets assigned and should be in accordance with internal standardsIdentification of appropriate methodology for the implementation of trainingTraining and certification of trainers on the training modulesBuilding PPTs and other material and participate in presentation to the client/ internal customersParticipate during client visits (presentation of communication programs)Performance parametersQuality and accuracy of deliverablesEfficiency and effectiveness (result-orientation)Training deliveryAdherence to internal standardsInteraction with the clients/ customer at an appropriate level to ensure high levels of client satisfactionEmployee satisfaction, people development and moraleGood performance on any other function that may occur from time to time or as directed by the SupervisorBuilds and maintains atmosphere where coaching, counseling, and feedback are considered essential for better performanceRisk recognition, assessment, analyses, management and mitigationDemonstration of in-depth knowledge and application of various methodologies in relevant situations or phasesSkillsTechnical SkillsBasic  knowledge of MS Office applications like – PowerPoint, MS Word and MS ExcelInternet usage and email accessProject managementProcess Specific SkillsTraining module developmentAbility to present the information in simple and easy to understand mannerAbility to understand and comprehend quickly about unfamiliar industryPrioritizing customer needsStrong customer service focusSoft Skills (Minimum)Excellent verbal and written communication skillsAbove average presentation skillsFlexibility and urgency to handle pressureTeam work/ Self-sufficiency / AdaptabilitySelf-disciplined and results orientedData gathering ability/ Keen eye for detailAnalytical skillsOperational planning and process managementAbility to multi taskAbility to approach problems logicallyInterpersonal SkillsCustomer Service FocusCoaching and mentoring skillsProject managementBasic domain knowledgeEducation RequirementsMinimum of 4 years college educationDomain related training backgroundWork Experience RequirementsTotal work experience should be a minimum of 5 years in the contact center operations and training combined