Core Trainer

2 days ago

Hyderabad, India Teleperformance Full time

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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