INTERESTED CANDIDATES PLEASE PING ME at amit.shirke@peopleocity.in / ring me at +91 9819009819. This position is urgent so while someone on PIO/ CIO status would be preferred, british nationals without work visa will also be considered and if selected visa will be processed.Please do revert with:

? Your most updated CV
? Compensation expectations
? Availability
? Visa Status


Below are the details of the opportunity but the crux of the position is in the bullet points immediately below:

• Expat (British National) for Training.
• Candidate will be aligned to train advisors working for a BPO, TL’s, Coaches on UK culture, language and customer interaction.
• Off-roll position for 06 months.
• Excellent comm skills.
• Should be open for 24*7 shifts (they may negotiate on this)
• Would be based in Malad office.
• Prior exposure to training would be added advantage
__________________________________________________________
DETAILED JOB DESCRIPTION:
Primary Purpose: Handling Culture and Communication for the entire floor
Job Description:
Routine Activities
• Conducting Training Need Analysis (TNA) in conjunction with Training and the Operations experts
• Executing the TNA to offer solutions that address operational requirements
• Developing, creating and customizing training modules according to specifications of the individuals and as per operational needs
• Ensuring that the quality of training delivered conforms to pre-defined standards
• Conducting Training Evaluation (feedback and effectiveness) and publishing reports
• Preparing reports that tracking and analyze effectiveness as well as the progress of programs delivered
• ?Supplementing quality assessments and audits with additional monitors
• Ensuring that all Service Level Agreements (SLAs) pertaining to communication are met consistently

Special Activities
• ?Customer Profiling: Listening to calls and categorizing customers/callers into various demographics (geography, types)
• Role Profiling: Setting the minimum CEF benchmark for advisors to be hired; identifying the CEF scores for the current advisors; initiating refresher sessions required to up-skill existing advisors and bringing them at par with the benchmark that has been set.
• Bridging the Cultural Gap: Raising awareness on the differences between Indian and British cultures; developing training content for refresher sessions to bridge the gap; conducting activities on the floor to enable advisor connect with the callers culturally.
• Supporting the Bottom Quartile: Identifying the top areas of concern with the repeat offenders/ bottom performers and addressing them through Feedback, Coaching and Refresher sessions.
• Training Supervisors: Creating and conducting Train-The-Trainer Programs on Culture and Communication for Team Leaders, Quality Analysts and Coaches.
• Conducting Calibration: Ensuring that supervisors and stakeholders from all functions attend a certain number of calibration sessions each month. Variance scores to stay below 10%.
• Maintaining Client Interface: Understanding and incorporating the specific client requirements in training, feedback and coaching on an ongoing basis.

Knowledge, Skills & Abilities
Nationality: British National
Qualification:
• Graduate from a reputed Institute or University in any discipline.
• Certification in training and instructional designing
• Certification in Culture, Communication and Customer Service

Minimum Experience:
At least 3 to 5 years experience with Training & Development / Customer Service / BPO Operations.

Expertise Areas:
• British Culture
• Customer Servicing
• Content Development
• Language/ Soft Skills Training

Computer Knowledge: Sound knowledge of MS Office Tools (Word, Excel and PowerPoint)

Other Skills:

• Excellent command over the English language
• Exceptional interpersonal and communication skills (oral and written)
• Capable of taking decisions, working independently & multi-tasking
• Strong commitment to quality
• Ability to manage performance and change
• Good Comprehension, Composition and Problem solving skills
• Should be highly flexible, creative, approachable and self-motivated


Competencies (According to SGS Framework)
Delivers promises:
• Meets deadlines given and keeps supervisor/stakeholder informed in case of a delay in delivery to commitment.
• Executes tasks assigned without repeated reminders or follow ups.
• Brings tasks to closure and tracks and showcases results.


Execution and Delivery:

• ?Creates & communicates a clear mission to ensure execution focus
• Makes best use of available resources & individual talents to maximize performance
• Clearly communicates team goals & individual role expectations that align with organizational strategies
• Motivates team effort to meet goals
• Makes best use of the team’s capabilities & individual strengths with clear performance expectations & roles and responsibilities

Drive for Results:

• Sets stretch goals for self and consistently achieves or exceeds these
• Proactively monitors and evaluates progress, re prioritizing as necessary to ensure timely completion
• Initiates action to stay focused on the most critical activities needed to achieve business goals
• Anticipates and removes obstacles to achieve goals and meet deadlines.
• Adheres to deadlines.

___________________________________________________________

ABOUT THE CLIENT:

The client is a 20 Billion GBP order book, UK headquartered client and operating in India in the space of contact center and KPO. The position will be based out of the Mumbai office in Malad West (A suburb in Mumbai).