We are Hiring For Customer Service Voice and Accent Trainer - Mysuru

Greetings from Infosys BPM Ltd.,

We are hiring for Customer Service Voice and Accent Trainer in Mysore, please

Note: Please carry a copy of this email to the venue.

Interview Time: 10 AM to 1 PM

Interview Date:

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

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

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

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