BPO NZL Culture Coach
transcosmos
Auckland, Auckland
27d ago

ABOUT TRANSCOSMOS :

Transcosoms is a leading $2 billion global BPO company for Customer & IT Support services on behalf of over 2,500 major clients / brands worldwide! Established for over 50 years, today we employ over 40,000 staff, across 160 locations in over 35 different countries worldwide and GROWING FAST in 2018!

About the Job Vacancy :

Our 'Culture Coach' is a unique opportunity for a native Australian or New Zealander to play a key role within the transcosmos Training & Development teams to "bridge-

the-gap" between Australia / New Zealand and local Filipino culture!

Working alongside Quality, Team Leaders and Training teams, you will be our Australian or New Zealand expert on relevant local market information including : local towns / cities, accent calibrations, correct pronunciations / communication and other general culture!

Key Duties :

  • Act as a consultant to provide information, strategies, insights, ideas, and perspectives through personal experiences
  • Deliver face to face and / or remote training to internal service delivery staff
  • Work closely with Training and Development teams for on-going service development
  • Reviewing on-going Advisor performance and Customer Satisfaction data
  • Identify specific examples of bridging the culture differences
  • Create on-going training programs on cultural values, morals, ethics, business practices, etiquette, protocol and negotiation styles
  • Country by country comparison / research and provide the framework for understanding behaviors in the context of understanding different cultures
  • Provide detailed evidence and in-depth analysis of cross-cultural notions and topics
  • Use techniques to analyze the comparison of different culture groups across the APAC region
  • Presenting small group and / or 1-2-1 language / accent calibration training on a regular basis
  • Floor-walking duties to identify gaps in cultural awareness
  • Deliver internal webinars and continual refresher training courses ("Coffee Talks")
  • Meet Customer Satisfaction KPI's and SLA's based on wider service performance
  • Requirements

  • Expert level of English along with Native-level understanding of New Zealand / Australia consumer market
  • Highly customer focused with a good understanding and working knowledge of the Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels
  • Flexible, adaptable and able to work to tight deadlines
  • Self-motivated with excellent organisational skills
  • Good attention to detail
  • Flexible, adaptable and able to work to tight deadlines
  • Excellent presentation & facilitation skills
  • Benefits

    As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.

    We also reward of our staff with great benefits including :

  • Competitive compensation packages
  • HMO / Medical and dental coverage
  • Life insurance
  • Non-taxable allowances
  • Night differential
  • And much much more!
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