Voice & Accent trainer

Role: Voice & Accent trainer

Location: Bangalore, India

Full/ Part-time: Full time

Build a career with confidence

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

Role Purpose:

• Voice & Accent trainer

• Command Center call audits

Role Responsibilities:

• Monitor calls (Remote and live) and give constructive feedback to associates/ teams assigned
• Coach and develop teams through leadership and assertiveness
• Assessing relevant training needs for individuals
• Deliver training on soft skills on a recursive basis to the agents on the floor
• Conduct and participate in calibrations with the process owners and within the team
• Aid the Operations team to improve performance on customer service, communication skills, team motivation and teamwork
• Document training and call monitoring activities and report it to L&D and Operations within the TAT
• Differentiate between will and skill issues and coach or mentor accordingly
• Meet targets assigned on a consistent basis
• Own the initiatives within the team and with the project assigned
• Adhere to company norms and regulations with no deviations
• To facilitate induction batches for new employees
• Generate Training quality scores and prepare and maintain reports pertaining to training
• Conduct Compliance, Communication and Process Awareness sessions
• Conduct Voice and Accent Interviews
• Meet with the stakeholders every month to discuss performance of the teams and improvement opportunities
• Maintain and publish reports on interviews, calls monitored, training, etc. in a timely manner

Minimum Requirements:

• Proficiency in English Grammar, Sounds, Intonation, Word/ Sentence Stress, & Customer Service.
• Excellent spoken and written Communication Skills
• Excellent Feedback, Coaching skills, Facilitation and Presentation skills
• Needs to be self-motivated, take ownership and have a zeal to succeed 
• Be flexible to work in shifts round the clock, around the year
• Good rapport building skills, extremely methodical and organized
• Strong working knowledge of Microsoft Word, Excel and PowerPoint

Benefits

We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.

• Enjoy your best years with our retirement savings plan
• Have peace of mind and body with our health insurance
• Make yourself a priority with flexible schedules, parental leave and our holiday purchase scheme
• Drive forward your career through professional development opportunities
• Achieve your personal goals with our Employee Assistance Programme.

Our commitment to you

Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.

Join us and make a difference.

Apply Now!

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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