www.epicentertechnology.com Epicenter Technologies Pvt Ltd Mumbai : US Voice & Accent Training

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Epicenter Technologies Pvt. Ltd.
http://www.epicentertechnology.com

Designation: Executive - US Voice & Accent Training
Experience: 1 - 5 Years
Location: Mumbai, Mumbai Suburbs
Education: UG - Any Graduate - Any Specialization
PG - Any PG Course - Any Specialization
Industry Type: BPO/ITES /CRM/Transcription
Functional Area: ITES/BPO/KPO, Customer Service, Ops.
Posted Date: 08 Dec 2008

Job Description
Training Delivery

• As a Training Delivery Executive, one will have to carry out 2 roles as and when assigned: Classroom Training and Floor Support
• This can be independent or a blended activity. The following are the musts of carrying out these roles:

o Maintaining and contributing to the standardized process of delivering Training (Classroom and Floor Training processes)
o Adherence to the Training calendar
o Contributing to creating training modules for various training programs
o Review training material on a monthly/quarterly basis
o Conducting classroom training and refreshers for overall communication, soft skills, business skills and workshops required to supply any particular business related Skills Training
o Coordinating the training logistics in terms of room, equipments, transport, manuals, process, training records, feedback and carry over plan
o Checking trainer effectiveness and providing constructive feedback (ONLY during new trainer orientation)
o Standardize training assessment, closely monitor final assessment of each CRA, and ensure quality output to operations while the trainees are in voice and accent training
o Standardize monitoring, feedback and coaching approach during Floor Support
o Recommend retraining/ termination of agents who do not measure up to the required communication standards
o Screening candidates before they begin with process screening and other recruitment procedures ( Voice Checks)
o Analyze call content (Voice Checks) and supply input in terms of feedback and trainability of candidates
o Identifying communication needs amongst corporate staff and coordinating training for them
o Counseling, grievance handling (for trainees undergoing either classroom training or floor coaching)
o Being proactive to identify various methods to improve training content and applied methodology
o Ability to research on various training related subjects and display team work by being in regular discussion to bring about continuous improvement.
o During Floor Support initiate/maintain regularity and the quality of client/operations relationship with Training by participating in client and operations calibration/discussion sessions and proactively incorporating updates into training delivery
o Analyze and maintain data and reports relevant to business and department performance
o Analyze call content (Floor Support) and supply input in terms of constructive feedback and recommend/deliver essential training programs for the candidates
o Carry out the feedback and coaching activity based on the principles of Adult learning Methodology and monitor/improve performance as per the set SLA.

Training Coordination

• As a Training Coordinator the following are the tasks that need to be carried out on regular basis

o Maintaining trainer data in terms of trainer details, performance and feedback
o Maintain ISO specific data and processes for the department
o Provide timely inputs to keep training processes in line with ISO requirements
o Continually coordinate with the BPRMS team to upload the training updates
o Maintain all important documents and reports generated for and by the training Department such as:
o Collating and generating various attrition reports
o Organize and communicate the time, venue and minutes of team meetings and meetings with other departments
o Maintain records of any external vendor hired for training purposes
o Maintain data integrity by sending out timely and appropriate communication and maintain confidentiality as and when required
o Organize team calibration for Voice Check process
o Conduct Voice Checks
o Allocating agents to various projects post voice and accent training
o Be in constant communication with Recruitment and understand the hiring pattern to devise trainer allocation in advance
o All logistical coordination for any MDP training

Desired Candidate Profile
The common roles and responsibilities for a Training Executive are:

o Practice team work that extends outside Corporate Training and involves the organization to bring about improvement
o To involve other training team members and regularly discuss and share best practices
o Take initiatives to better the training process and output
o Adherence to Information security policy
o Maintain individual and departmental integrity
o Be aware and observant about organizational goals and requirements and attempt to provide constructive input not only from a training perspective but also from an employee perspective

Company Profile
Company Profile:
Epicenter is a leading Customer Contact Centre providing voice based services in the areas of Collections and Customer Care as well as non voice based support in the financial services space.
Epicenter is a joint endeavor of B. N. Kalyani, Chairman of the $ 500 Million Bharat Forge Group, and Ken Eldred, the co-founder of $ 35 Billion Ariba Technologies. The vision, dynamism & business acumen of the promoters has nurtured Epicenter into a leader in Business Task Outsourcing for a large number of prestigious clients around the globe. The promoters are supported by a team of immensely talented and experienced management members, who provide global expertise to Epicenter.
Epicenter believes in six basic Core Values which are Its People, Customers, Integrity, Team Work and Continuous Improvement, Quality and Innovation
Epicenter has Core Competence in processes like Early Stage Collections and Customer Care of Financial Products. Epicenter provides a best-in-class call center operation that reflects the "Client Standard" in terms of high quality customer service while minimizing cost through efficient management of processes, procedures and technological infrastructure. It provides a solution that allows scalability without compromising on quality. It ensures a seamless transition of work from the client to Epicenter.

SEND YOUR RESPONSES TO: jophy.devasia@epicentertechnology.com

Executive Name: Jophy K Devasia

Address:
Epicenter Technologies Pvt Ltd
Mindspace,
Malad Link Road,
Malad West,
Mumbai,Maharashtra,INDIA 400064

Telephone:
91-022-66948999

Reference ID:
VNAT

Keywords: US Voice and Accent Training

[Guest]

Bio-data

OBJECTIVE

Looking for the position that allows me to deliver my beat potential and managerial ability to increase organizational effectiveness.

EDUCATIONAL QUALIFICATION
Degree University/ Board Year Class
B.Com Mumbai 2005 2ND
H.S.C. Maharashtra 2003 2ND
S.S.C. Maharashtra 2000 1ST

OTHER QUALIFICATION
- Computer Knowledge:- MS-CIT, Computer basic.

WORK EXPERIENCE
- Worked in Domestic Airport as a customer care from last 10 months.
Job Profile : Assisting the passengers for departure.
Helping the passengers for the security checking, Boarding pass.
Giving the information realated to the airport.
Working as a Ground staff supportive staff.

- Worked in Aryan associates as a Office Assistant For 3 months.
Job Profile : Managing the Information system like phone queries, customer complaints etc.
Proving individual attention on the customer.
Documents verification.

- Worked in Enigmatic co. for the project of ICICI & Airtel for 1 year as a management trainer (Team Leader).
Job Profile : Handling the team & achieving the target.
Proving the training to the team on field.
Proving individual attention on the Trainee.
Documents verification.

COMPETENCIES
- Good grasping ability, Result-oriented, Positive attitude, Hardworking

PERSONAL INFORMATION
E-mail :- sheetalsdk AT yahoo.com
- Languages known :- English, Hindi, Marathi.
- Hobbies :- Listening music

[Guest]

N.Cinna Vanmathy M.A English lit
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