Training Specialist, Principal

Infor

Bangalore, Karnataka
Permanent
Full-time

2 months ago

Description & RequirementsThis position involves selecting, new hires with the right virtues, talents, and skills, and developing their customer service and communication skills. It includes training all analysts in English language, written skills accent neutralization and voice coaching. This role also includes conducting quality assurance, monitoring calls, incident steps, follow up of dissatisfied CSAT surveys and supervising/managing the language department to ensure greater customer satisfaction, retention, and higher lifetime value.Responsibility:Monitoring and Quality Assurance (60%)· Provide remedial training for existing support staff on customer service, language, voice modulation and accent neutralization.· Proactively monitor live and recorded telephone calls when available between Product Support Analysts and customers. Review and provide feedback.· Randomly check Infor Support portal incident logs and e-mails for written skills of analyst and provide feedback. Assist with language content of e-mails, reports, and presentations.· Incident audit to ensure that SLAs and internal targets are met for response, resolution, and reduction. of backlog.· Follow up of Customer satisfaction and dissatisfaction surveys.· Identify analysts deserving awards and commendation and assist with justification.Talent Acquisition and New Hire training (20%)· Train the new members of the team on Policies and Procedures related to call management.· Train and develop the new hires on skills to match the support requirement of dealing with international customer base, customer service skills, accent neutralization, language, voice coaching and written skills.· Screen CVs from HR and referrals to identify suitable candidates and conduct preliminary telephone interviews to assess communication skills and suitability of candidate.· Prepare and administer written tests for English Language and Mathematical ability.Managing Department, Content Development and Recordkeeping (10%)· Supervise the work of Language trainers and conduct regular performance engagement.· Plan, schedule, attend and record proceedings of meetings , prepare weekly reports on department work and keep managers informed.· Keep the appropriate records of all analysts for performance management.· Develop and collate interactive media/training materials for new hires and remedial training for existing analysts.Inter Departmental Training (5%)· Provide training and materials to other allied teams for their development on requirement and request.· Work on these as a project with timeline and report the results to appropriate department heads.Culture - Trainer & Coordinator (5%)· Conduct training sessions on Infor Culture, Values and PBM principles for New Hires and team.· Conduct training on Cross Cultural sensitization and communication.· Co-ordinate and organize events locally and globally that engage new hires and all support analysts in cultural and team building activities.Qualification:

Graduate degree or postgraduate degree, preferably in English
Strong customer service / training background
Familiarity with Office Tools
Must be fluent in written and spoken English.
Proven organizational and communications skills.
Ability to handle multiple projects, keeping priorities in perspective.
Proven ability to collaborate with virtual team members.

About InforInfor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.For more information visitOur ValuesAt Infor, we strive for an environment that is founded on a business philosophy called ™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law.At Infor we value your privacy that's why we created a policy that you can read .

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