Duties & Responsibilities
Drive employee engagement initiatives across offshore accounts
Reinforce company values and positive workplace culture
Improve morale and sense of belonging in the contact centre
Employee Relations
Stay ahead of current events, news, weather, public holidays and cultural developments in offshore regions supported by contact centre
Proactively share relevant offshore updates with agents to enable authentic customer rapport and contextual conversations
Good Communication and Interpersonal Skills
Attention to detail
Discretion and confidentiality
Team Work
Conflict Resolution
Trustworthy
Punctual and time management

Cultural Awareness & Readiness

Design and deliver cultural training programmes aligned to the regions supported (e.g. UK, US, Australia, Europe).
Educate agents on cultural norms, values, social etiquette, customer expectations, and communication styles.
Train agents on appropriate tone, empathy, humour, formality, and sensitivity across cultures.
Address cultural risk areas such as slang, accents, taboo topics, bias, and misunderstandings.
Client & Market Familiarisation

Train agents on client brand values, customer personas, and service expectations.
Provide regional context including:
Geography and time zones
Local holidays and public events
Weather, seasonal trends, and current affairs (where appropriate)
Ensure agents can engage naturally and confidently with international customers.
Communication & Soft Skills Training

Deliver training on:
Professional verbal and written communication
Email, chat, and social media etiquette
Handling sensitive, emotional, or escalated customer interactions
Support accent neutralisation and clarity where required (without eliminating authenticity).
Training Delivery & Facilitation

Facilitate classroom, virtual, and blended learning sessions.
Create engaging training materials, role-plays, simulations, and assessments.
Adapt content to different learning styles and agent experience levels.
Quality & Performance Support

Work closely with Operations and Quality teams to identify cultural or communication gaps.
Analyse QA findings, customer feedback, and CSAT trends to refine training.
Conduct refresher and corrective training where cultural issues are identified.
Stakeholder Collaboration
Partner with:

Operations leaders
Quality Assurance
Client stakeholders (where applicable)
Align training outcomes with client SLAs and brand expectations.