Company Overview

Teleperformance is a global leader in digital business services, renowned for its ability to support communities and businesses in a sustainable manner. With a presence in over 10001+ employees, the company excels in outsourcing and offshoring consulting, delivering cutting-edge, digitally-driven services from its headquarters in Paris. Teleperformance consistently ensures that the world's top brands can streamline their operations effectively.

Job Overview

We are seeking an experienced Voice Coach to join our Mumbai team at Teleperformance. This is a full-time, senior-level position, ideal for those with a maximum of 10 years of relevant work experience. As a Voice Coach, you will play a vital role in enhancing the communication skills and capabilities of our team members, contributing directly to delivering outstanding customer support.

Qualifications and Skills

• Experience in international customer support is essential, as the role requires interacting with a diverse clientele. (Mandatory skill)
• Demonstrated expertise in contact centers, ensuring a comprehensive understanding of customer service dynamics.
• Proven ability as a voice coach, with a track record of successfully improving team's vocal and communication skills.
• Strong proficiency in soft skills, needed to train and mentor team members effectively.
• Capability in voice & accent training, crucial for the development of high-quality support personnel.
• Excellent communication skills, both verbal and written, for clear and effective interactions.
• Experience in voice support, essential for understanding client needs and improving service delivery.
• Ability to work collaboratively with teams to foster a culture of continuous improvement and learning.

Roles and Responsibilities

• Conduct comprehensive voice and communication training sessions for team members to enhance their skills.
• Evaluate team performance and provide feedback to improve overall service quality and efficiency.
• Develop training materials and resources to support the continuous development of staff capabilities.
• Collaborate with management to identify areas for improvement and contribute to strategic initiatives.
• Mentor and guide team members, fostering an environment of growth and development.
• Ensure that all training programs are up-to-date and aligned with industry standards and company goals.
• Analyze feedback and metrics to assess training effectiveness and make necessary adjustments.
• Lead by example in delivering exceptional customer support, demonstrating best practices for the team.