(job) Senior Culture and Communication Specialist - INDIA

[Danny Hu]

Location: Bangalore India.
Microsoft Customer Support & Service Center

- Senior Culture and Communication Specialist

Spectrum Consultants India Pvt Ltd (formerly known as Spectrum Placement & Marketing Services Pvt. Ltd.) seeks senior culture and communication specialists for a 1-year renewable contract in Bangalore, India, to grow its current team of 25+ people.  As a successful candidate you will work full-time as a Spectrum staff member within a Fortune 500 company's learning and development group.

You will analyze the quality of service in voice and written customer interaction (primarily with respect to language and intercultural communication), and design and deliver effective learning solutions for intercultural and language learning needs.

Requirements

-  MA or PhD level qualifications in intercultural learning, learning assessment, applied linguistics, TESOL, language acquisition or closely-related fields.  Candidates with an UCLES DELTA also encouraged to apply.  Candidates may be considered with an UCLES CELTA plus substantive qualifications and work experiences in a corporate environment.
-  5+ years ESL/EFL teaching, intercultural training, or training experience
-  Demonstrated intercultural competence and effectiveness in a multicultural work environment
-  Commitment to excellence in business communication and intercultural effectiveness
-  Native-speaker or near-native speaker equivalent proficiency in English
-  Strong work ethic, commitment to results, desire to excel, experience working in a corporate environment, personal productivity, and focus on meeting organization and learner needs
-  Strong training, facilitation, and presentation skills for in-person or virtual training deliveries
-  Familiarity with best practices and engagement with professional organizations such as SHRM, ASTD, SIETAR, IATEFL, TESOL, AAAL, and IABC or equivalents
-  Strong experience / exposure to at least one of the following culture zones:  North America, Australia, New Zealand, Europe, Middle East, or Africa.
-  Familiarity with MS Windows and MS Office, and capability to learn new software and personal productivity tools (training / support provided)
-  Language testing experience such as with TOIEC, BULATS, IELTS, OPI (desired)
-  Intercultural Development Inventory (IDI) administrator qualifications (desired)

Applicants with closely related, and/or more experience and qualifications considered.  Package will be commensurate with what applicants bring to the role.

Responsibilities:

Learning needs analysis
-  Analyze quality of technical and customer support in terms of language and intercultural competencies for phone calls, emails, and chat messaging.
-  Develop coaching and learning plan in line with data on staff performance and consultation with managers.
-  Keep accurate, up-to-date records.
-  Use appropriate assessment tools (training provided where needed).

Solutions Design
-  Design, and deliver training courses and workshops for delivery.

Solutions Delivery
-  Coach staff one-on-one or with small groups of trainees.
-  Train staff in core training modules and workshops for communicating effectively across cultural and linguistic differences in English with a diverse customer base.
-  Assess needs in conjunction with key stakeholders and performance data, and define objectives and learning plan.
-  Individuate instruction and materials based on learner or group needs.
-  Prepare coaching sessions in line with best practices for intercultural and language learning.
-  Evaluate staff progress and complete all reporting requirements as needed.
-  5-day work week with night shifts

Salary / Package

Competitive and commensurate with experience and qualifications

Next steps

Please send the following to ccp@... specifying the position you wish to apply for in the subject line of your email:

-  Cover letter
-  Resume (specifying month and year of start and finish with organizations worked for)

Interviews will occur over the phone or web conference, or in person depending on the candidate's location.

Following interviews, references will be contacted (after notification of candidate).  Original qualification documents including education transcripts will need to be produced on hire.

Thanks,
Danny
dannyhu_1977@...