ROTATIONAL SHIFT / NIGHT SHIFT

MUMBAI (MALAD WEST)

Process Trainer-US Collection Process

Operational

• Conducts process refresher programs as and when the need arises Sources new programs to close gaps in process and soft skills periodically
• Assessment methodology and results
• Designing modules Creative thinking & use of tools
• People management
• Operate within allocated budget for floor drives and for initiatives
• Effective problem-solving and decision-making skills
• Intermediate knowledge on Excel and PowerPoint presentation

Key Performance Indicators

• Deliver process training to the new hires
• Conduct training sessions and refresher trainings on the floor
• Conducting Mock calls / reports and role plays during the classroom training
• Attrition Management End to End yield
• Managing trainee discipline & follow up on absenteeism
• Share knowledge transfer of floor experiences
• Manage trainee expectations during classroom training
• Address all process related queries during classroom training
• To ensure the whole batch clears the assessment and graduates to the floor
• Updating reports
• Preparing and updating the training modules as per requirements
• To maintain a good training quality
• Manage performance of trainees throughout the training and even during the initial stage of taking live calls /emails and ensure good through-puts

Experience Required: Graduate in any discipline with 1.5-3 years of work experience in US collections process with some previous experience in a similar role(Any exception on work experience to be taken on email)

Preferred: Experience in BPO industry Know-How Critical: Good interpersonal skills Energetic and Enthusiastic Coaching abilities Excellent communication skills Positive attitude Flexible Confident Approachable and can lead by example Assertive Good team player Effective problem-solving and decision-making skills Desirable: Intermediate knowledge on Excel and PowerPoint presentation

Personal Attributes/Traits

• Collaborative & consultative
• Socially confident
• Achievement oriented
• Creative
• Analytical
• Communicative Competencies • Business Foresight Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities • Influencing • Managing Transformation Ability to work and lead transformations in a dynamic environment • Fostering partnerships with internal and external stakeholders • Working across boundaries – collaborative working towards a identity • Decision making and problem solving skills • Driving Excellence