Teleperformance Global Services Private Limited
Job Description
Title: Training Officer (Process Trainer)
Location: Thane
Shifts: Evening & Night shift
Responsibilities
Provides training that prepares advisors to meet their Performance metrics i.e. SLAs which in turn impacts customer retention and growth.
Focusing on maximum output nos. (yield) through various interventions / engagement activities etc during new hire training batches.
Reviews and analyses clients training materials and recommends necessary changes to provide increased effectiveness.
Works with client to incorporate the required changes.
Instrumental in testing systems and continually updating training materials as new products / processes are added.
Designs, administers, and analyses training evaluations to assess effectiveness of programs and makes changes as needed.
Consistently demonstrates ability to meet and exceed client metrics in their personal performance.
Provides regular feedback to advisors on performance improvement parameters.
Participates in calibrations with Quality & Operations and maintains the variance below the required level.
Takes chats/processes data and keeps himself/herself up to date by ensuring that he/she is abreast with process changes.
Conducts refresher / up-skill training to maintain training effectiveness on the floor.
Needs to support Operations with designated tasks unless aligned to training / training related activities.
Ensuring that regular updates and reports are sent to Process Training AM Manager and Operations as well (Operations Manager, Team managers, Team Leaders)
Determines training needs for client-based programs by working with Training Support Services, Operations and Client to analyze the training needed to meet the process requirements.
Interacts with IT team for creation and deletion of Ids for new team members.
Liaises with Central MIS / Admin dept. for training resource availability and transport requirements.
Provides training that prepares advisors to meet their Performance metrics i.e. SLAs which in turn impacts customer retention and growth.
Focusing on maximum output nos. (yield) through various interventions / engagement activities etc during new hire training batches.
Reviews and analyses clients training materials and recommends necessary changes to provide increased effectiveness.
Works with client to incorporate the required changes.
Instrumental in testing systems and continually updating training materials as new products / processes are added.
Designs, administers, and analyses training evaluations to assess effectiveness of programs and makes changes as needed.
Consistently demonstrates ability to meet and exceed client metrics in their personal performance.
Provides regular feedback to advisors on performance improvement parameters.
Participates in calibrations with Quality & Operations and maintains the variance below the required level.
Takes chats/processes data and keeps himself/herself up to date by ensuring that he/she is abreast with process changes.
Conducts refresher / up-skill training to maintain training effectiveness on the floor.
Needs to support Operations with designated tasks unless aligned to training / training related activities.
Ensuring that regular updates and reports are sent to Process Training AM Manager and Operations as well (Operations Manager, Team managers, Team Leaders)
Determines training needs for client-based programs by working with Training Support Services, Operations and Client to analyze the training needed to meet the process requirements.
Interacts with IT team for creation and deletion of Ids for new team members.
Liaises with Central MIS / Admin dept. for training resource availability and transport requirements.
Requirements and skills
Graduate
Experience of at least 2 years as Process trainer in Chat or blended (Chat + Voice)
Typing speed of 50 wpm (post accuracy correction)
CEF score of B2 Voice/High or above.
Working knowledge of MS Office, especially Excel, Word, and PowerPoint
Knowledge of healthcare industry (DME – Durable medical equipment’s background preferred) would be preferred but not mandatory.
Immediate Joiners are preferred.
Interested candidates please apply, limited positions available.
Share resumes to – 9449900627 or to [Confidential Information]
