Job Description

Greetings!!

Join one of India’s Top 100 Best Companies to Work for, Novac Technology Solutions Private Limited. As a digital transformation and cloud solutions company with expertise in various industry segments, we innovate and create a niche for organizations in an ever-evolving landscape.

Novac is currently hiring for “Trainer – Manager“.

Location: Chennai – Perungudi

Job Details:

• Mapping Clients requirement and coordinating in developing and implementing processes in line with the guidelines specified by the client.
• Monitoring the overall functioning of process, identifying improvement areas and implementing.
• Driving Training team to achieve training metrics.
• Initiate and drive projects that would increase customer satisfaction, Productivity and process.
• Set Goals and deliverables for the team to carry out their activities (KPIs)
• Ensure all the KPIs of Training are met on monthly basis such as Training Throughput, First time attempt, Training Attrition.
• Plan, prepare and deliver training according to the training packages.
• Prepare & Plan for the Monthly TNI Content to fine tune the associates on Soft skills, Process & Product related and ensure TNI are completed as per the given timeline.
• Track TNI refresher plan and coverage daily, Track improvement trends.
• Publish the Training Dashboard
• Nesting Governance is been tracked and validated.
• Conducting Trainer audit as per standard trainer audit parameters also to ensure all NHT batches are trained as per the lesson planner
• Visit the NHT batches to check training effectiveness and trainee knowledge on critical areas by different methods i.e. Mock call, dip check , Presentation on any topic , Crystal practice, etc
• Visit all the NHT batch to check if all advisors are meeting the MSR (Minimum Skill Required) eligibility such as Typing speed, Navigation Test, Versant assessment & Merit assessment.
• Validate the MSR Report shared by HR Vs. System report to ensure there are no variance observed during the Audit.
• Track daily batch trackers to ensure compliance to process tollgates – assessment days, certification scores, reassessment, before next day etc.
• Knowledge dissemination- Twice in a day briefing session is been conducted by us to all the supervisors during the session we cascade all new/latest updates further to track the coverage.
• To Ensure all the training infra are in place as per the SOP such as Training Room & Data Lab
• Monthly twice PKT is been conducted to all advisors and Supervisors where in PKT questions are been prepared based on the new updates/major observations / Learns reason
• Publish the PKT Reports.
• Training Content Validation Ensure monthly Training content shared by client is been validated and share the observation if any modifications /new updation are required.
• Monitor individual trainers performance and guide ,coach and motivate them to achieve individual as well as team goals .
• Driving center wise projects
• Prepare and Share the Monthly Training Reports.

Qualification: Any Graduates

Requirements:

• Good communication skills
• Exposure in  domestic contact center (BFSI) must .