Robert Lourembam

Experience

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  Softbrands

  Sept 2008 - Aug 2010

  Language Trainer

  Trained the new hires on Voice and Accent, Customer Service, English Language (verbal and written), Cultures (American and UK), E-mail etiquette, Business Writing and Soft SKills.Conducted interviews for the new hires to assess their communication skills and confidence.Conducted refresher trainings on various topics - Accent Neutralisation, Grammar, Culture, Customer Service and Soft Skills.Identified the training needs and developed appropriate contents to help improve the quality of service given to the customers across the globe, and to also enhance the confidence of the agents.Monitored calls and provided feedback on time to direct the agents positive and to minimize their errors. Show less

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  Accenture, Banglore

  Aug 2010 - Dec 2011

  Voice and Accent Trainer

  As a Voice and Accent Trainer: To train the new hires on Customer Service, Accent Neutralisation, Phonetics, UK Culture, English Grammar, Telephone Etiquettes and E-mail Etiquettes for different lines of businesses as in below:a) Sales (Retail) and Serviceb) Recoveriesc) Rapid Response (Claims) and d) Finance and Accounting (FnA). To regularly revise the training content to make the training more interesting and fruitful.To make the trainees floor ready by the end of the 15 day pre-process training.As a Voice Coach: To monitor calls both live and recorded and to provide constructive feedback.To ensure that the feedback provided to the agents is implemented immediately.To identify the areas of improvement and create contents accordingly.To run refresher sessions for the bottom performers to enhance their performance.To create IDPs (Individual Development Plans) for all the agents and to bucketise them into Skill/Will categories.To prepare daily reports on the calls monitored.To prepare weekly snapshot on the activities conducted to trace the improvement in the agents.To prepare the monthly coaching strategies based on the requirements of the floor.To Conduct daily Calibration Calls with the Global Team and prepare the calibration reports.To draft the Monthly Newsletter for the department.Achievements:1) Discover Certified2) Secured A Grade in a ten day voice and accent workshop conducted by Tata Interactive Services Show less

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  Accenture

  May 2013 - now

  Training Manager

  Responsible for managing a team of deputy managers, trainers and coaches. Handling multiple accounts, managing and owning strategic projects, establishing domain and learning academies, managing vendors and clients, continuously adding value by implementing and managing Knowledge Management in every account and the team. Working closely with the recruitment team for hiring. Leading the internal Youniversity, which is run at the India level and doubling up as the master trainer for various trainings - V&A, Facilitation Skills, Voice Assessment, etc. Show less

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  Accenture in India

  Dec 2023 - now

  Assistant Vice President
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  Accenture

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  Assistant Vice President