Customer Support/Retention/Voice process

Role Overview: You are being hired as a Soft Skills & Voice & Accent Trainer (Lead Trainer) to contribute your expertise in VnA coaching, soft skills, behavioral training, Training Needs Identification (TNI), and Training Needs Analysis (TNA) to enhance the customer support teams" performance. Your role will involve conducting training sessions, developing training modules, and collaborating with various teams to align training programs with business objectives. Key Responsibilities: - Conduct Voice & Accent (VnA), Soft Skills, and Behavioral Training for customer support teams. - Identify training needs through TNI & TNA and develop effective training modules. - Provide coaching sessions to improve communication skills, accent neutralization, and customer handling. - Design and execute training programs for new hires and existing employees" skill enhancement. - Monitor trainee progress, provide feedback for performance improvement, and conduct assessments for training effectiveness. - Collaborate with Quality and Operations teams to ensure training programs meet business objectives. - Stay updated with industry trends and best practices in voice and accent training. Qualifications Required: - Graduate with at least 5 years of overall experience, including 2+ years as a Voice & Accent Trainer. - Hands-on experience in VnA coaching, soft skills training, behavioral training, TNI & TNA. - Must have experience in an International Process (BPO/KPO or customer support environment). - Excellent communication and presentation skills. - Strong coaching and mentoring abilities. - Ability to conduct interactive and engaging training sessions. - Proficiency in training tools and learning management systems (LMS). - Flexible to work in a 24/7 rotational shift environment. If you are passionate about training and possess the required expertise, this role offers you the opportunity to work in a dynamic environment, competitive salary, growth prospects, and exposure to international processes and best practices. Apply now and be a valuable addition to our growing team!,