Manager - Customer Success Management

About The Company

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

Job Description

Voice and Accent Trainer :

We are seeking a

dynamic and experienced Voice and Accent Trainer to enhance the communication

skills of our customer-facing teams. The ideal candidate will be responsible

for training employees in neutral accent, pronunciation, intonation, and

overall verbal communication to meet global standards. Voice and Accent Trainer

will lead the design, delivery, and continuous improvement of voice and accent

training programs across the organization. This role demands strategic

thinking, stakeholder management, and hands-on training expertise to elevate

communication standards and ensure global readiness of customer-facing teams.

Key

Responsibilities

• Conduct training sessions on voice modulation, accent neutralization, pronunciation, and grammar.
• Design and deliver customized training modules for various teams (e.g., customer service, sales, technical support).
• Assess trainees’ communication skills and provide constructive feedback.
• Monitor progress and maintain training records.
• Collaborate with team leads and HR to identify training needs.
• Develop training materials, including audio-visual aids and role-play exercises.
• Stay updated with global communication trends and incorporate best practices.
• Conduct refresher sessions and post-training evaluations.
  
  

Strategic

Planning & Execution

Develop and

implement voice and accent training strategies aligned with business goals.

Collaborate with

operations, HR, and quality teams to identify training needs and performance

gaps.

Program

Design & Delivery

Create advanced

training modules focused on accent neutralization, phonetics, intonation, and

cultural sensitivity.

Conduct

train-the-trainer sessions and mentor junior trainers.

Quality &

Impact Measurement

Define KPIs and

measure training effectiveness through assessments, feedback, and performance

metrics.

Drive continuous

improvement through data analysis and learner feedback.

Stakeholder

Engagement

Partner with

business leaders to support new client transitions, pilot programs, and process

migrations.

Represent the

training function in client meetings and audits when required.

Team

Leadership (for Senior Manager Level)

Lead a team of

trainers, manage resource allocation, and oversee delivery quality.

Foster a culture

of learning, innovation, and excellence within the training team.

Required

Qualifications & Skills:

• Any Degree, or Preferrable Bachelor’s or Master’s degree in English, Communication, Linguistics, or related field.
• 8–14 years of experience in voice and accent training, with at least 3 years in a managerial role.
• Strong command of spoken and written English; expertise in phonetics and global accents.
• Proven experience in designing and delivering large-scale training programs.
• Excellent stakeholder management and presentation skills.
• Familiarity with digital learning tools and Learning Management System platforms.