Instructor

About us

TDCX's vision is to be the preferred partner to high growth organizations and high performing individuals. Focusing on high end, high touch, and complex contact center applications and bringing solid sales and customer service expertise servicing some of the world's most valuable brands in the travel, luxury, finance, IT, and telecommunication sectors. TDCX specializes in generating high sales growth, improving call center performance and profit generating customer service. They offer outsourced solutions as much as in-sourced, co-sourced or consulting to help drive improvements. TDCX's key objective is to meet or exceed set targets and grow.

About the role

The Instructor role involves organizing and facilitating training requested and/or required by Operations, Clients and other stakeholders. The position is responsible for ensuring new hires develop basic customer service skills, communication skills, and other required skills including technical and sales competencies. The Instructor will provide meaningful feedback and coaching to trainees, conduct role-playing activities, implement measurement tools to gauge learner comprehension, and collaborate with Operations and Quality teams to identify skills and knowledge gaps.

Key responsibilities

• Organizes the training and acts as the facilitator for training requested and/or required by Operations, Clients and other stakeholders
• Ensure new hires takes on basic customer service skills, communication skills and other required skills like technical, sales, etc.
• Provides meaningful feedback/coaching to trainees in a timely manner to maximize their training experience and results
• Conduct role-playing activities to develop interpersonal skills
• Implement activities, quizzes, and other measurement tools to gauge learner comprehension and proceed to execute an improvement plan, if needed
• Collaborates with Operations and Quality in identifying individual and team skills and knowledge gaps
• Measures and reports effectiveness of training by administering tests and evaluations
• Works jointly with Training Manager, other trainers or the L&D department in designing new training content and/or updating existing training material
• Maintain active involvement with Operations and Quality Team to monitor phone calls and to provide constructive feedback to improve and optimize performance
• Coordinates with different stakeholders in the program to ensure all training needs are being performed and met to a suitable standard to achieve goals

About you

• Minimum of 2 years in college, preferably a bachelor's degree
• Minimum 2 years of experience in a BPO or similar environment
• Minimum of 2 years experience as a Trainer (must be recent, within the last 6 months) related to Customer Service and/or Technical field
• Language Competency at C1 CEFR level
• Proficiency with technology, especially computers, software applications, and phone systems
• At least 1 year experience in technical account (can be from CS/Tech LOB)
• Exceptional verbal and written communication skills
• Strong communication and presentation skills to effectively deliver content and engage learners in a variety of settings
• High Customer Service Orientation
• Solid analytical skills to assess effectiveness of trainings delivered
• Ability to apply principles of persuasion and/or influence
• Strong organizational, multitasking, and time-management skills
• Shift Flexibility; must be willing to work on a night shift, weekends and holidays
• Typing Speed Requirement 35wpm and 80% accuracy
• Strong operational knowledge of PowerPoint, Excel, and Word
• Knowledge of Learning Management Software (LMS) and understands how to leverage online teaching systems to facilitate adult training
• Ability to manage data and records of trainees
• Ability to compose and express one's thoughts clearly in a lively manner; must be excellent both written and verbal
• Able to facilitate Training Needs Analysis; understand learner performance
• Familiarity with technology, like basic troubleshooting
• Instructional Design - ability to translate process documents of the client into training materials; Training Delivery