Role & responsibilities

• Provide training and instruction to customer service representatives to ensure successful performance of job duties.
• Develop online and in-person course curriculum for all job functions.
• Provide feedback to managers on the performance of staff members.
• Train new employees or retrain experienced staff members.
• Maintain a training program schedule and calendar
• Provide training to new and additional locations as needed
• Develop and implement new training programs as needed
• Provide accurate and timely training and support to new staff to ensure successful implementation of key processes and policies
• Coordinate with senior-level call centre members to ensure proper usage of consumables and schedule staffing according to call volume
• Update and maintain material inventory, PPT, etc.
• Developing call centers’ education materials, such as digital presentations, how-to manuals, and instructional videos.
• Preparing procedures and policies regarding sales techniques and appropriate agent conduct.
• Scheduling and conducting training sessions on various banking, insurance topics to prepare and support new employees.
• Training experienced employees on new or updated POSH, ISO procedures to improve their performance.
• Observing the daily operations of call center employees and identifying any areas of improvement.
• Liaising with team leaders and managers to conduct on-the-job coaching.
• Measuring the effectiveness of training sessions and preparing individual or team progress reports.
• Creating and managing the training calendar and budget.
• Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.

1. Must have worked in an insurance company ideally in customer facing or intermediary facing roles.

2. He/she should have some certification from IRDA or any reputed insurance training institute, should have strong understanding of main insurance principles and how these are applied, should have thorough knowledge of all personal insurance products (Life and General), underwriting and claims processing.

3. Corporate training experience would be an advantage.

4. Should be familiar with different group training methodologies such as role plays, group discussion, group presentation, peer to peer learning and so on.

5. Should be up to date with latest regulatory developments, especially those involving process changes (eg eKYC), new types of insurance products and technological advancement in insurance industry.

6. Perform other duties as required by supervisor

Preferred candidate profile

• Bachelors degree
• Should be well versed in English
• Ability to train all levels of customer service representatives
• Strong interpersonal, communication, and presentation skills
• Ability to train with presentations, videos, and hands-on exercises
• III Certification or IRDA Accreditation in training or facilitation required,
• Must have 4 to 5 years of training experience in insurance BPO sector.

Perks and benefits

Salary: Best as per the Industry Standards

• 5 days working
• PF + Medical Insurance