Role- Voice and Accent TrainerLocation- PuneWork from officeRotational ShiftsRequired skill set:1. Bachelor's degree in any stream.2. 4+ years of overall experience. Client-facing experience in Telecom, customer support, facilitation and coaching.3. Fluency of language with prior engagement with Telecom Customers.4. Excellent communication (verbal and written) in English5. Ability to coach multiple agents and batches6. Excellent interpersonal skills Strong work ethic and ability to work with minimal supervision.Roles & ResponsibilitiesPre training - Conduct Training Needs Identification (TNI) and enable the necessary training intervention
Training Batch -Communicate training progress daily/weekly to internal stakeholders. Keep batch engagedTrain both new hires and existing agent population on Communication and required soft skills
Post Training -Accredit associates before moving a resource into production (new joiner & existing associate).Implement learning solutions to improve service delivery and Customer experience in support of meeting/exceeding project SLAsWork closely with support teams (Quality & Ops) to improve training processes and identify areas for improvement.Reporting - Ensure all Training data like batch files, Batch Roster, Training & other schedules are maintainedKnowledge Management -Stay up-to-date with product knowledge to make effective recommendations for improved performance as well as to identify product training needs for new product launches/changesCreate training materials and SOPs in collaboration with other support teamsWork with recruiting, Supplier Facility trainers and leaders to ensure effective testing, screening and onboarding practices are in placeJob Types: Full-time, PermanentPay: Up to \xe2\x82\xb9900,000.00 per yearBenefits:

• Commuter assistance
• Internet reimbursement
• Paid sick time
• Provident Fund

Schedule:

• Night shift
• Rotational shift
• US shift

Supplemental pay types:

• Performance bonus
• Shift allowance

Education:

• Bachelor's (Required)

Experience:

• Training & development: 1 year (Preferred)
• International Customer support: 4 years (Required)

Work Location: In person