Job
Description
Greetings from Infosys BPM Ltd., We are hiring for Customer Service Voice and Accent Trainer in Mysore, please walk-in for the interview on 26th and 27th June 2025 at Bangalore. Note: Please carry a copy of this email to the venue. Interview Time: 10 AM to 1 PM Interview Date: 26th and 27th June 2025 Interview Venue: Infosys BPM Hiring Center 785, GROUND FLOOR, AXIS SAI JYOTI, 100 Feet Ring Road, 15th Cross Rd, SARAKKI, 1st Phase, J. P. Nagar, Bengaluru, Karnataka 560078 Land Mark : Sindhoora Convention Center Please find below Job Description for your reference: Infosys BPM Ltd. is hiring for (Customer Support - International Voice) Job Location : Mysore Qualification : Full time Graduates (15 Years of Education) Experience : 4 - 8 Years Job Description: Process Lead Location: Mysore Employment Type: Full-Time. Responsibilities Analysis: - Use appropriate research methodology and principles to carry out research ethically and effectively. - Identify improvement needs accurately. - Conduct training needs assessment and recommend appropriate program/s to meet those needs. - Examine data from multiple sources and integrate data/ inputs to determine and resolve key issues. - Determine multiple solutions /alternatives keeping in mind the various stake holders; select / recommend the optimal solution. - Use appropriate tools and methods for data analysis, collection, quality checks, and reporting. - Use basic analytical methods to identify problems for client scenarios and recommend solutions. Planning and Organizing: - Plan / schedule trainings and coaching while optimizing the resources available. - Ensure training/ coaching plan is executed in a timely manner. - Complete all administrative tasks on time. Facilitation (Customer Service training, Refreshers, Coach-the-Coach): - Use facilitation skills / experience for effective behavioural training. - Apply appropriate training / coaching methodology, processes, learning theories and inter-personal / group dynamics to deliver programs effectively. - Think on one's feet and adapt learning facilitation flow according to the trainees' WINs (Wants, Interests and Needs). - Extend follow-up support on the floor (via TLs, QAs, SMEs, Coaches) to sustain learning and improve performance. - Exhibit patience and dedication to bring participants up the learning curve. - Utilize relevant tools required to help participants learn and to extend support to them. Customer Service Domain and Voice & Accent Knowledge: - Proficient in V&A concepts and delivery (consonant and vowel sounds, anatomy of the mouth and articulators, syllable and word stress, accent neutralization technique) - Exhibit pleasant nature with a receptive attitude in order to reflect the true essence of Customer Service (Lead by Example). - Consistently display strong customer service skills (courtesy, patience, helpfulness, sincerity, receptiveness, responsiveness, accountability, responsibility etc.). - Translate customer service business requirements into training / coaching action plans. High Impact Communication: - Mentor and guide through positive communication. - Utilize excellent oral and written communication skills. - Listen effectively and build rapport appropriately. - Remain receptive to feedback with a desire to constantly improve self. Consulting: - Work closely with the quality team to ensure consistency - Work closely with CS operations leaders to ensure improved performance Documentation / Reporting: - Use MS-Word, Excel and Powerpoint to report and document efficiently, effectively and accurately in a timely manner. Requirements Working knowledge of research methodology and principles. Experienced in development needs assessment (TNA) techniques/ tools. Experienced in training / intervention calendar preparation. Advanced classroom training facilitation and coaching skills. Advanced knowledge of relevant tools required to help participants learn and to extend support to them. Advanced Customer Service attitude, skills and knowledge. Ability to translate customer service business requirements into training / coaching action plans. Client consulting skills. Willingness to relocate, travel and work in shifts, at short notice. Qualifications Candidate must possess a Bachelors Degree in any field and be Voice and Accent (V&A) certified from a recognised institute. Min. 5 years call center experience and 2 years in training and coaching. Excellent in MS office products (Excel, Word, Outlook, PowerPoint). Experienced in training scheduling, delivery and reporting. Interface effectively and professionally with all levels of management both internally and externally. Excellent Oral and Written communication skills. Excellent analytical and problem-solving skills. Must adhere and non-negotiables: Should've been actively training as a V&A and English Language trainer from last 4-5 yrs; scheduling, delivery and reporting. V&A certification from a reputed institute Willingness to travel and work in shifts Excellent Oral and Written communication skills. Coaching Certification Preferred Qualifications: Any Graduate - Additional certifications in customer service/upskilling Note: Infosys BPM is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Documents to Carry: Carry a print out your updated resume; Carry any 2 photo Identity proof (PAN Card/Driving License/Voters ID card/Passport). All original education documents need to be available for verification. (10th, 12th, Graduation (Sem Wise Marksheet, CMM. Provisional and Original Degree) Pointers to note: Please do not carry laptops/cameras to the venue as these will not be allowed due to security restrictions. Original Government ID card is must for Security Clearance. Thanks & Regards, Talent Acquisition Team Infosys BPM Ltd
