Job Description

Digital Customer Service program is an intensive course that focuses on a combination of technical, behavioral and mindset skills required to be successful in a call center environment. The instructor will report to the Generation curriculum & instruction team and will work in collaboration with senior instructional Coach and Generation Program India staff. The job description outlined below represents a broad scope of responsibilities and may change based on Generation strategy. Responsibilities will include: 1. Delivery of Training (95%): 1. Follow the overarching structure and flow of your program\xe2\x80\x99s curriculum. 2. Prepare for effective delivery by understanding and personalizing session plans prior to class. 3. Engage participants in active thinking and participation. 4. Deliver instruction that is rigorous, relevant, and appropriate for adults. 5. Conduct assessments and record data as outlined by the curriculum. 1. Data Management (5%): \xef\x82\xb7 Participate in governance calls to report on the following data points: 1. Attendance of participants (including dropouts & punctuality) 2. Grooming status of participants 3. Progression of curriculum 4. Any infrastructure updates/issues 5. Feedback on content 6. Any candidate specific information \xef\x82\xb7 Input the following data into the data tool: Attendance of participants (including grooming status, dropouts & punctuality) \xef\x82\xb7 Participant assessment Data \xef\x82\xb7 Participant & Trainer Survey data. Required Experience: 1. Bachelor\xe2\x80\x99s or higher degree in any discipline 2. Minimum of 3 to 5 years on-the-job experience in the same industry. Work experience as a customer service executive or customer care executive or similar. 3. Minimum 2 years of training experience for adult learners in similar field voice, non-voice, content moderation, customer care. Required Skills: 1. English Proficiency: Advanced level in verbal and written communication skills 2. Proper presentation skills 3. Basic knowledge of MS office and data analysis. Added Advantage: 1. Ability to facilitate positive change and build sustainable working relationships. 2. Ability to meet deadlines and handle diverse tasks simultaneously 3. Familiarity with video conferencing tools such as Zoom, Teams, etc. 4. Experience in online facilitation is a plus 5. Any other professional certification will be a plus Core Competencies: \xef\x82\xb7 Motivational Fit \xef\x82\xb7 Commit to and empathize with young people and disconnected populations \xef\x82\xb7 Work successfully in a fast-paced, start-up environment \xef\x82\xb7 Fulfill the expectations of the instructor role inside and outside of the Generation classroom. \xef\x82\xb7 Delivery of Skills-based Training \xef\x82\xb7 Follow the overarching structure and flow of a curriculum. \xef\x82\xb7 Engage participants in active thinking and participation. \xef\x82\xb7 Deliver instruction that is rigorous, relevant, and appropriate for adults. \xef\x82\xb7 Commitment to Reflection and Growth \xef\x82\xb7 Be self-reflective. \xef\x82\xb7 Openly receive and give feedback on his / her performance. \xef\x82\xb7 Apply feedback and pursue additional learning to strengthen his / her performance. \xef\x82\xb7 Effective Communication \xef\x82\xb7 Adapt his / her communication style to reflect and connect with the diverse experiences of participants. \xef\x82\xb7 Explain complex topics in a non-technical way. \xef\x82\xb7 Personal Responsibility \xef\x82\xb7 Act professionally at all times, meeting Generation\xe2\x80\x99s expectations and policies, even under pressure. \xef\x82\xb7 Set and attain goals, even in difficult circumstances. \xef\x82\xb7 Acknowledge mistakes and learn from them. \xef\x82\xb7 Work independently with limited oversight and seek assistance when needed. Job Types: Full-time, Regular / Permanent Salary: 925,000.00 - 938,000.00 per month Benefits:

• Cell phone reimbursement
• Commuter assistance
• Health insurance
• Internet reimbursement

Schedule:

• Day shift

Ability to commute/relocate:

• Airoli, Navi Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Education:

• Master\'s (Preferred)

Experience:

• CUSTOMER CARE FACULTY: 3 years (Preferred)
• customer care executive: 3 years (Preferred)
• total work: 1 year (Preferred)

Language:

• English (Preferred)

Work Location: One location Speak with the employer
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