job description
Join WNS as a Training Specialist (US Shift) and play a pivotal role in shaping the future of our customer service teams. Based in beautiful Bali, you will lead training initiatives for new hires and existing representatives, focusing on pre-process culture, soft skills, and customer satisfaction (CSAT) improvement. This is a unique opportunity to combine your passion for training with the dynamic environment of a global customer service leader.
As a Training Specialist, you will design and deliver engaging training programs, coach agents to excel in customer interactions, and drive performance improvements across the team. Your expertise will directly impact customer satisfaction and operational success, making this role both challenging and rewarding.
If you thrive in a collaborative, fast-paced environment and have a knack for developing talent, we want you on our team. Enjoy the flexibility of working in Bali while contributing to a global organization committed to excellence.
Responsibility
- Design and deliver comprehensive training programs for new hires (NH) and existing agents, focusing on pre-process culture, soft skills, and customer service excellence.
- Coach and mentor customer service representatives to improve their CSAT scores and overall performance.
- Develop training materials, including presentations, manuals, and e-learning modules, tailored to the needs of the US market.
- Conduct regular training sessions, workshops, and refresher courses to ensure continuous skill development.
- Monitor and evaluate training effectiveness through assessments, feedback, and performance metrics.
- Collaborate with team leaders and managers to identify training needs and address performance gaps.
- Stay updated on industry best practices and incorporate them into training programs.
- Provide one-on-one coaching and support to agents struggling with performance or customer interactions.
Qualifications
- Bachelor's degree in Human Resources, Education, Business, or a related field.
- Minimum of 3 years of experience in training, customer service, or a related role, preferably in a call center or BPO environment.
- Strong understanding of customer service principles and best practices, particularly in the US market.
- Excellent communication, presentation, and interpersonal skills.
- Proven ability to design and deliver engaging training programs.
- Experience with coaching and mentoring teams to improve performance.
- Familiarity with training tools and platforms (e.g., LMS, e-learning software).
- Ability to work flexible hours to align with US time zones.