To train new recruits (agents) and ensure that they are equipped with the soft skills/ communication skills & Product knowledge required for the Operations floor

• Through Foundation & Product level training (ILT & VILT)

Summary of essential job functions

• To train on the FLE/PLE modules, to get multi skilled on the different modules

• Content creation and designing/ redesigning of modules

• Ensure right candidate is selected through voice testing/non voice recruitment process

• Client management as an SME from 247.ai should be able to handle client conversations on the product related concepts independently

Minimum requirements (Education Qualification & Work Experience)

• Bachelor’s degree

• Should have training / work experience in the call centre industry

• Should have trained for core technical processes

• Excellent communication and cognitive abilities

Competency Requirements: [Technical & Behavioral]

• Must be adept in MS Office

• Facilitation Skills (certifications added advantage)

• Communicate effectively & assertively /able manage self and immediate clients (agents/operations/clients/supervisor)

Job Responsibilities

• To ensure the new agents come up the learning curve and are equipped with the skill sets required by training on the FLE & PLE modules

• Conduct induction as required

• To coach the agents on process/ communication and equip them with the skills to handle live calls/ chats on the Operations floor to ensure they meet the metric targets.

• On the floor coaching

• Handle scalability interventions ensure right quality of agents are being hired

• To conduct refresher / reset skill training for agents from the Operations floor

• To take on the responsibility of Lead Trainer for the process assigned to him/her