Job Description

Role Summary/Purpose: An amazing customer experience is one of the biggest competitive advantages a company can have & employees are the foundation of a strong customer experience! As a Senior Specialist, Voice You will be this catalyst who will train, mentor, coach, and influence our employees to help them understand the nuances of Customer Service & deliver a Stellar Experience on every single interaction with our customers! Additionally, this role will be part of initiatives and drive improved communication skills & Customer Service Experience for the Hyderabad site. Key Responsibilities: Drive a culture of continuous learning, learning wins, and new ways of engaging with different kinds of learners. Engage with learners & ensuring effective knowledge transfer and application of new skills as demonstrated with performance metrics post-learning. Measure training effectiveness by partnering with Service Communication Managers & OPs to identify performance gaps related to knowledge and skill. Conduct learning sessions to enhance customer and associate experience. Deliver an effective learning experience that enables learners to meet business performance standards upon the completion of a training session. Facilitate the delivery of learning sessions as needed for all key business programs such as NHT, Refresher, Upskill & Career Development. Actively participate in the new hire bridging process to ensure new hires are achieving performance expectations before being released to the floor, and quickly becoming proficient during bridge and nesting process. Identify performance gaps & address them quickly. Manage all logistics related to the delivery of training programs including materials management, communications, classroom set up etc. Investigate and resolve new hire performance issues during the training period by coaching and counseling new hires as needed in collaboration with Front Line Managers. Maintain timely & accurate reporting of training deliverables like pre-and post-training documentation, instructor surveys and course evaluation scores, etc. Support the creation of online modules for my Learning and general training modules. Conduct and participate in Calibration exercises with the team at least once in a month. Support business hiring needs to assess language skills and customer orientation. Continuously research and evaluate industry best practices in learning methodologies, implementing best practices when applicable. Performs other duties and projects as assigned. Required Skills & Knowledge: 10+2 or Bachelor\'s degree in any discipline Minimum of 12 months experience in Customer Service (Voice) Proficiency in MS Excel and MS PowerPoint data analyses and storyboarding skills Excellent facilitation skills & strong classroom presence. Excellent written, verbal, and interpersonal communication skills. Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint. Strong ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation, and staff development skills including the ability to act as a role model within the organization. Ability to coach, develop action plans, which maximize performance, and provide effective feedback. For Internal Applicants : Understand the criteria or mandatory skills required for the role, before applying Inform your manager or HRM before applying for the role on Workday Ensure that your professional profile is updated (fields such as education, prior experience, skills) and it is mandatory to upload your updated resume (Word or PDF format) Must not be any corrective action plan (First Formal/Final Formal, PIP) Employees who have completed 12 months in the organization and 12 months in the current role and level are only eligible Desired Skills & Knowledge: Minimum 12 months of classroom training, facilitation, or coaching experience Training Certifications & experience in coaching, training & learning methodologies. Demonstrated effective communication skills at all levels of the organization. Demonstrated ability to integrate the process with service communication needs. Demonstrated ability to instruct, motivate and direct individuals at various skill levels. Ability to train & facilitate in the virtual environment. High enthusiasm and desire to work in a fast-paced, ever-changing environment. Ability to work independently and effectively manage multiple priorities with little supervision. Passion and creativity for learning and commitment to excellence and high standards. Strong influencing skills Proven track record of organizing work, problem-solving, analytical skills, and critical thinking. . Strong internal candidate identified eligible candidate can still apply. Customer Service Operations

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