Roles and Responsibilities

• Conduct Communication training for New Entrants
• Conduct Communication training for Existing Agents
• Conduct Soft Skills Trainings for Existing Staff
• Provide consultative support to business areas to address training needs on language
• Carry out fact-find, present recommendations, draw up and execute training plans
• Develop and conceptualize content for new training programs, as and when required
• Conduct Training Needs Analysis, create Training Calendars
• Meet training effectiveness criteria, measure and report delegate performance
• MIS and reporting (scores, synopsis, project reports, delegate reports, ad-hoc training reports)
• Assist new trainers and bring them up the learning curve through coaching and mentoring
• Update training content, plan and conduct batch training for new hires
• Design content, plan and conduct customized individual training for operations
• Ensure compliance to internal and external regulations and procedures.

Desired Candidate Profile

• Graduate
• Experience : 2-3 years
• Adherence to training calendars with minimum deviation from planned
• All audits should be error-free and completed on time with feed back
• Meet all levels of pre-determined effectiveness criteria
• Variance on the monthly calibration exercise should be within acceptable limits (pre-defined)
• On-time training delivery / facilitation
• Management of stakeholder expectations
• Content creation & enhancement
• Deliver Training across locations in various shifts

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