Assistant Manager - Training and Voice & Accent Coach

Assistant Manager Training - Gurgaon - Nh8 - REF89096E_2025210838 - Excellent Communication skills, Soft Skills Trainer, Voice & Accent Trainer

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

Key Responsibilities

Voice Communication Excellence

Monitor and evaluate agent communication on calls to ensure clarity, empathy, and professionalism.

Provide coaching and feedback to agents for improving voice modulation, accent, tone, and customer handling.

Develop communication frameworks and call scripts to standardize customer interactions.

Training & Upskilling

Conduct training sessions on soft skills, voice & accent, and customer service etiquette.

Design and implement communication workshops to enhance listening, articulation, and persuasion skills.

Collaborate with training teams to upskill new hires and existing staff on communication standards.Quality & Compliance

Ensure adherence to communication guidelines, compliance requirements, and client expectations.

Partner with Quality Assurance teams to identify communication gaps and implement corrective measures.

Track and report communication performance metrics (CSAT, NPS, First Call Resolution, etc.).Stakeholder ManagementWork closely with clients to understand communication expectations and align training programs accordingly.Support leadership communication initiatives within the voice business unit.Act as a bridge between operations, training, and quality teams for communication-related improvements.

Qualifications

Required Skills & Competencies

Strong verbal and written communication skills with emphasis on voice clarity and customer empathy.

Expertise in Voice & Accent training and customer service communication.

Ability to coach, mentor, and motivate teams in a fast-paced BPO environment.

Proficiency in call monitoring tools, CRM platforms, and MS Office.

Analytical skills to interpret communication-related KPIs and drive improvements.

Qualifications & Experience

Bachelor’s/Master’s degree in Communication, English, Business Administration, or related field.

4–6 years of experience in a voice-based BPO environment, with at least 2 years in a training/communication leadership role.

Proven track record in managing communication programs, training delivery, and client interaction.

Experience Level

Mid Level