Role & responsibilities

1. Would be responsible for conducting onboarding, refresher and continual training program for front line and managerial workforce
2. Would be required to adhere to internal training and documentation processes
3. Risk Mitigation
   1. Risk Evaluation by conducting periodic audits
   2. Process Documentation / Update [BPD, Checklist, Metadata, Training Docs, SOP]
   3. Change Management
4. The candidate would be responsible training new hire employees and conduct refresher training for on-floor employees
5. The candidate would be responsible for driving performance of employees falling under the vintage of 0-90 days post certification
6. Monitor calls/chats on Communication, Soft Skills, Process and Compliance Parameters and Provide Coaching & Feedback to enhance agent performance
7. Participate in calibrations to ensure consistent scoring & feedback delivery approach
8. Keep the reps updated on new process changes/updates, improvement initiatives

Prepare and implement the action plans post analyzing audit data, compliance reports, communication & Process related data points

9. Evaluating effectiveness of training & development programs, formulating and reviewing training strategy and determining appropriate instructional methodologies and formats

10. Providing guidance and leadership to staff in accordance with specified program objectives

11. Mapping business requirements and coordinating with stakeholders in developing and implementing processes in line with the preset guidelines

12. Monitoring the overall functioning of processes and implementing adequate measures to maximize both internal and external customer satisfaction levels

13. Handling new business transitions for eClerx. Ensuring closure of all KM related deliverables which includes creation of SOP, creation of training plan, training content and assessments, creation of processes required to be followed, creation of project plan for effective knowledge transfer and ensuring smooth knowledge transfer from client to new hire batches

14. Designing various processes to drive governance for various KM deliverables

15. Willing to conduct TTT for the trainers and contribute in overall development of the team

Essential skill-set required:

1. Excellent communication skills (both verbal and written)
2. Analytical Thinking and Problem Solving
3. Knowledge of MS Excel, MS Word, MS PowerPoint and MS Visio
4. Willing to take charge and initiative as per business requirements
5. The candidate should be aware of various learning methodologies which would help the candidate in handling different types of learners
6. Candidate should have knowledge about methodologies used for designing content
7. Candidate should be aware of methodologies to check knowledge retention and evaluate overall training performance

Work experience required:

1. The candidate should have total of 3 years of total work experience in training.
2. Basic understanding of Csat ,NPS ,FCR is must

Formal Qualifications:

• Graduate or above

Preferred candidate profile

Customer service inbound experience trainer are preferable.

Should be flexible with night should

Flexible to work in 1.30 AM shift

Contcat [email protected]