Team Lead II, Learning & Leadership Development GBS
Summary:
Under the supervision of the Team Lead, the Cultural Immersion Trainer works closely with the Operations and Training Teams, to develop the Cultural Immersion skills of new and existing staff.
The Cultural Immersion program aims to equip agents with an understanding of the Australian people including their culture, behaviours, language and idioms, etc to prepare agents for dealing with customers on the phones.
* Deliver Cultural Immersion Training to new and existing staff across Australian programs;
* Ability to facilitate groups of 15-35 to deliver required learning outcomes;
* Apply knowledge of geography, population, background, location of Australian population (demographics), to help appreciate the needs of customer
* Convey an understanding of Australian cultural and communication practices & preferences including conversational practices, humour and idioms in order to better service the customer
Qualifications:
* Must have extensive training experience;
* Min 2 years- call centre / BPO
* Excellent Leadership and facilitation skills
