Firstsource Hiring For Process Trainer at Hyderābād, Telangana Full Time

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website www.firstsource.com

Job location : Hyderabad

Position : – German Process Trainer

Division : BPO

Experience : 2-5 years of experience in relevant role

Very good in English -speaking & writing

Good in German – speaking & writing

Operational :

· Medium of instruction will be English

· Responsible to deliver Pre-Process and Process Training to new Joiners.

· Train/ coach new joiners on German culture.

· Be able to understand German cultural nuance and German language of our end customers and explain the same to the new joiners

· Train and coach new joiners on chat etiquettes, chat structure and soft skills around customer service

· Train and coach new joiners on product and process

· Meet daily KRA’s as agreed and any that may get added due to business needs

· Conduct Mock calls/mock chats basis floor experiences / reports and role plays during the classroom training

· Attrition Management – End to End yield

· Managing trainee performance, discipline and expectations throughout the training and even during the initial stage of taking live calls/chats and ensure good through-puts

· Content- Creating/ reviewing session plan, preparing and updating the training modules as per requirements

· Working closely with client to understand requirements and business critical measurements, ensuring this is incorporated in training to achieve exceptional training quality.

· Assess sample work on a pre-defined audit monitoring as per evaluation criteria defined by business followed by ascertaining right coaching needs are identified and should effectively be able to deliver coaching sessions

· Carry out calibration with stakeholders as per agreed process

· Analyze business information to identify process improvements for increasing business efficiency and effectiveness.

· Participate in cross-functional meetings to resolve recurring customer issues.

· Maintain confidentiality of all company/client related information and records.

· Work closely with Quality team on training needs identified for colleagues and collaboratively implement plans to improve performances of bottom performers.

· Actively participate in progressive disciplinary process for employees not able to meet or maintain standards of excellence

· Execute strong governance plans to communicate with the internal Customers, Stakeholders and Clients to gain information, feedback and approval.

· Demonstrate strong customer service ethos in the team through active communication, regular updates & meetings.

· Co-ordinate with other centers to share best practices, continuous improvement of modules, delivery and ensure adherence to best practices identified in FSL.

· Adhere to the policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct

Required Candidate profile

· Very good in English (C1) / speaking & writing

· Good in German (B2-C1) speaking & writing

· Trainer / Coach qualification

· at least 3 years of experience as a trainer: Training in presence and digital training via MS Teams

· Brilliant presentation skills

· Communication

· Resilience & flexibility

· Solution-oriented

· Willing to travel

· MS Office (PPT, Word, Outlook etc.)

· Technical understanding

· Openness to new things and high motivation

Graduate with 3-8 years of German Language Training / Teaching experience.

Ideal if working as German Language trainer in any MNC. Should be excellent in English. Willing to travel & work in shifts.

Contact details

Padmapriya Shekar

Talent acquisition

Email- ***************@firstsource.com