Role

• To be trained and accredited on the client specific product and process modules
• Is proficient in voice and accent topics and can deliver on spot for the same
• Clear all product and process evaluations with a score of 95% and above / Per the client standards
• Train the Process and Product modules within the required timelines
• Is able to multi skill on the different modules as per the Client requirement
• Able to create and design new modules specific or modify old/existing modules as per program requirements
• To ensure the agents’ are updated with the latest program updates
• Can plan and execute a training calendar with minimal support
• To ensure the trainees come up the learning curve and are equipped with the skill sets required to handle live chats
• Provide inputs to improve the recruitment process to hire /improve the quality of agents hired
• To conduct product refreshers / reset skill training on the floor based on the training calendar
• To be abreast with the latest updates and up skill the agents regularly
• To work as a communication coach when required
• To ensure the trained agents are transitioned and performance of the agents is met as per the floor targets
• Able to cross-skill on multiple processes
• Able to calibrate and get certified on at least more than 1 process or skill set and train on the same
• Can provide inputs to improve internal and external/client training modules for the respective program

Requirements

• Must have previous experience as a voice and accent trainer
• Must be comfortable training/ auditing on both VnA as well as product
• Microsoft Excel Proficiency
• Thorough knowledge of process and subject matter expert on the same
• Excellent written and spoken communication skills

Benefits

• Buddy program
• Health insurance
• Internal career development
• International environment
• Modern and centrally located office
• Onboarding program

Be part of us

Hemmersbach provides IT infrastructure services in more than 190 countries with 50 own subsidiaries. We deliver exclusively for the leading companies in the IT industry. We go the extra mile – we not only simply enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family. That’s why Hemmersbach is The Social Purpose IT Company.