Job Description:

 

·       
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.

·       
Perform other duties as required by supervisor

Desired:

·       
Good communication skills

·       
Good understanding of targets, KPIs etc.

·       
Strong Analytical skills

·       
Should be well versed in excel and other MIS tools.

·       
Team Handling experience. At least 2 years outbound
telemarketing experience as a team leader.

·       
Leading, managing and motivating a tele-sales team to implement a
sales strategy and meet agreed targets.

·       
Experience in BFSI domain will be an added advantage

·       
Be able to drive sales

·       
Work Experience in Retention / Insurance domain will
be preferable.

·       
Bachelor’s 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/BFSI sector.

 

Education:

 

Graduate, Postgraduate , Six Sigma
/ Yellow Belt certified

 

Salary: Best as per the Industry
Standards with Incentive

·       
5 days
working

·       
PF + Medical
Insurance

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