V&a Trainer-service Desk

2 days ago

Pune Maharashtra, India Genesis HR Services Full time

Role
- Voice & Accent Trainer (Service Desk)

Location
- Pune

Work from office

Rotational shifts

**Required skill set**

Minimum 4 years of experience in service desk/ technical support processes

Should have 1 Year of experience in Voice and accent Training into a Service desk Process

Excellent communication (verbal and written) in English

Ability to coach multiple agents and batches

Excellent interpersonal skills Strong work ethic and ability to work with mínimal supervision.

Roles and responsibilities

Pre training - Conduct Training Needs Identification (TNI) and enable the necessary training intervention
Training Batch
- Communicate training progress daily/weekly to internal stakeholders. Keep batch engaged

Train 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).

Work 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 maintained

Knowledge 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/changes

Create training materials and SOPs in collaboration with other support teams

**Job Types**: Full-time, Permanent

**Salary**: Up to ₹900,000.00 per year

**Benefits**:

- Commuter assistance
- Internet reimbursement
- Provident Fund

Shift:

- Night shift
- Rotational shift
- US shift

**Education**:

- Bachelor's (required)

**Experience**:

- Technical support: 4 years (required)
- Voice and accent training: 1 year (preferred)

Work Location: In person

**Speak with the employer**

+91 9549715676

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