A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of Consulting that, accelerates digital transformation using agile methodologies, process mining, and AI-powered workflows.
You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio, including IBM Software and Red Hat.
Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be supported by mentors and coaches who will encourage you to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in groundbreaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and learning opportunities in an environment that embraces your unique skills and experience.
As Voice and Accent trainer, you will analyze data and perform a thorough root cause analysis and drive continuous improvement in the team along with skill assessment process. You enhance the competencies of individual employees by designing and conducting training programs that will boost employee’s workplace performance in alliance with company’s core values.
- Auditing calls of the agents of the account aligned, using the pre-defined grading sheet
- Manage daily, weekly and monthly reports with the partners and share regular feedback with the agents
- Identify areas of opportunity and develop action plans and understand data while performing detailed problem analysis
- Ability to collaborate across multiple teams for process improvements and standardization
- Coach and share feedback with team and plan monthly team meetings to discuss outcome
- Responsible for designing and delivering curriculum and learning materials and for managing all phases of training interventions.
Designing multiple training events in a corporate setting
- Minimum 6+ years overall professional experience in the service Industry (Outsourcing Industry would be preferred)
- Experience as Voice and Accent or Soft Skills trainer /coach
- Extensive knowledge of instructional design theory and learning principles
- Proven knowledge to master the full training cycle
- In-depth knowledge of learning management software
- Familiarity with traditional and modern training methods, tools and techniques
- Demonstrated ability to defect areas, rolling out action plans accordingly
Willingness to perform duties in shift as required by Business
- You know how to build trust and communicate effectively with executives, along with day-to-day users of the software
- You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
- Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
- Intuitive individual with an ability to manage change and proven time management
Proven interpersonal skills while contributing to team effort by accomplishing related results as needed