Core Trainer - Hyderabad, India - Teleperformance

Teleperformance
Teleperformance
Verified Company
Hyderabad, India

1 month ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description
Greetings from Teleperformance

Please find the below JD for Core - Trainer role,


Critical Competencies

  • Makes Decisions
  • Drives to Deliver through own Team
  • Builds Collaborative Relationships
  • Facilitates Transformational Change
  • Coaching and Developing Others
  • Demonstrates Self Development

Functional/Operational:


  • Responsible for training delivery in classrooms
  • Train new Customer Service Executives in the area of Voice and Accent Neutralization, Customer Service Skills and Cultural Sensitization (CORE Training)
  • Conduct refresher sessions to improve/maintain the CORE skills of the Customer Service Executives on the operations floor
  • Carry out the voice coaching activities for the process to maximize the effectiveness of CORE Training
  • Generate reports to be sent to Operations and HR
  • Liaise with HR Recruitment to assist the recruitment of new hires
  • Provide support in creation of training modulesEnsure adherence to norms specified by COPC certification and BS7799 specifications
  • Respond and resolve issues arising out of interactions with Operations /Clients.
  • Conduct timely meetings to ensure open communication and devise an action plan to address issues/ concerns raised.

Domain / functional expertise areas:


  • Excellent written and verbal communication skills
  • Exceptional Presentation Skills
  • Ability to build strong relationships
  • Proficient in MS Office

Team Related:


  • Mentor and groom new team members.
  • Measure performance of the team through performance appraisals and responsible for team motivation and retention.
  • Responsible for retaining trainees in the batch
  • Address administrative issues arising out of day to day working.
  • Respond and resolves issues arising out of work or from within the team that may have a bearing on team effectiveness

Client Specific/Oriented:


  • Understand specific Client requirements for each Operation
  • Deliver the required voice & communication coaching efficiently
  • Fulfill client needs in terms of Voice & Accent Training and Customer Service Skills consistently

Agility:


  • Travel frequency of the position: Should be open to train across locations, and only when business requires will be asked to travel.
  • Should also be open to work B&M if the business requires, whilst the account demands WAHA.
  • Proactively creates modules that can be used to improve Soft skills on the floor

Shifts:


  • Should be willing to work in shifts and may be required to conduct floor refreshers and coaching session for BAU or OJT advisors based on requirements.

Other requirements:


  • Domain / functional expertise areas:
  • Should have had some experience in Voice coaching and/or Core Training
  • Critical competencies for the position: Customer Focus
  • Planning
  • Ownership and Achievement Focus
  • Teamwork

Job Types:
Permanent, Full-time


Salary:
Up to ₹650,000.00 per year


Benefits:


  • Health insurance
  • Provident Fund

Schedule:

  • Monday to Friday
  • Rotational shift

Ability to commute/relocate:

  • Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (required)

Education:


  • Bachelor's (preferred)

Experience:


  • Teaching: 1 year (preferred)
- total work: 1 year (preferred)


Language:


  • English (preferred)
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