• Roles and Responsibilities :

• Manage Team
• Identifying the training needs across levels & conducting Refresher Training for the employees to improve the productivity. Coordinate training schedule, set up, creation of training materials and follow-up
• Training new employees in areas including product knowledge, Process Knowledge, customer communications and internal systems.
• Assist in delivery of on-going training programs.
• Liaising with managers to determine training needs and schedule training session.
• Generate daily and weekly reports to the LOB (NHT and Refreshers).
• Monitor agents response and performance Conduct evaluation to identify areas of improvement on the operation floor for.(Bottom performers/mid performers)
• Would be responsible for Training Throughput -Percentage of people hitting the floor after meeting the effectiveness criteria
• Would be responsible for Training Effectiveness – measured by the percentage of trainees achieving the Quality/CSAT/Productivity.
• Participate in calibration session within the team and with Quality / Operations when required
• Providing inputs to operations on individual capability for better team capability management
• Generating reports on Daily, Weekly & Monthly basis

Desired Candidate Profile :

• Should have good communication skills
• Should have experience in to Sales & Lead Generation process
• Should be from a BPO background

Company Details :
Reliable Spaces Pvt. Ltd. Airoli, Navi Mumbai, Maharashtra Contact – HR Shivam – 8108553035 Email ID – [email protected]