Requirements:• Profile Screening Criteria/Checks:• At least 3 years of training experience in soft skills and customer service.• Key Requirements:• Graduate of any 4-year course.• Experience in managing a team or being an individual contributor.• At least 6 years total work experience, with 2 to 3 years experience as a trainer and Lead in BPO/shared services industry.• Excellent oral and written communication.• Good problem-solving skills and ability to multitask.• Able to work a shifting schedule in BGC.• Amenable to work onsite.Responsibilities:• Job Responsibilities:• Training needs analysis:• Ability to identify training needs accurately.• Ability to extend follow-up support on the floor to sustain learning and improve performance.• Curriculum and Course Design:• Demonstrates an end-to-end understanding of course design methodologies.• Content Development:• Demonstrates an end-to-end understanding of content development and maintains appropriate methodology.• Course Delivery:• Possesses effective delivery and training techniques and methods.• Research Methodology:• Basic knowledge of research methodology and principles in order to carry out research ethically and effectively with guidance.• Partnering:• Ability to work closely with various functions and stakeholders.• Ability to work closely with client teams - effective cross-cultural communication.• People Management:• Building and leading cross-cultural teams.• Conflict management.• Planning, Organizing and Administrative skills:• Admin: Attendance, Agent Evaluation, Training Feedback, Utilization Report.• Scheduling, CS Domain, Reports, and Coordination with TIG/Facilities.• Ability to schedule trainings while optimizing the resources available.• Ensures training plan and delivery are executed in a timely manner.• Able to increase efficiencies within processes and the team.Desired / Preferred Skills• Target-oriented and self-motivated.• Good sense of judgment and eye for detail.• High energy levels.• Applies logic and rationale to all situations.Must have skills• CS Domain:• Training experience in effective communication, customer service, and culture.• Technology Functional Knowledge:• Basic working knowledge of word, excel and PPT to complete reporting and documentation efficiently and effectively.• High-impact communication:• Excellent oral and written communication skills.• Displays pleasant nature with a receptive attitude in order to reflect the true essence of Customer Service. Lead by Example.• Analytical Ability:• Examines data from multiple sources and integrates the data and inputs to determine and resolve key issues.• Arrives at multiple solutions or alternatives, keeping in mind the various stake holders.Job Type: Full-timeBenefits:• Key Requirements:• Graduate of any 4-year course.• Experience in managing a team or being an individual contributor.• At least 6 years total work experience, with 2 to 3 years experience as a trainer and Lead in BPO/shared services industry.• Excellent oral and written communication.• Good problem-solving skills and ability to multitask.• Able to work a shifting schedule in BGC.• Amenable to work onsite.
