Process Trainer

3 weeks ago

Hyderabad Telangana India, Telangana [24]7.ai Full time

Summary of essential job functionsTo train New Hires on the process and ensure their process knowledge is equipped with the skill to handle live calls on the Operations floor Through Process level trainingRefreshers – Process Process Updates on the Floor Plan, prepare and deliver training sessionsPrepare training materialsCheck and assess trainees' progressConduct Training Need Analysis to understand performance gapsOrganize and conduct refresher courses as per the Training Need AnalysisMonitor and present trainee performance Minimum requirements (Education Qualification & Work Experience)Bachelor’s degree Should have process training / work experience in the call centre industry Competency Requirements: [Technical & Behavioral]Must be adept in MS Office Facilitation Skills Excellent diction, spoken and written language skills, with English and local languagesPatienceCritical-thinking and problem-solvingLateral thinkingConfidenceTime-management & multi-tasking skills Job ResponsibilitiesDeliver process training Collaborate with key stakeholders to understand the training outcomes & align content, delivery, and assessmentsImplement apt instructional and learning strategies, activities, materials, and equipment to ensure trainees learn and comprehend quickly and are equipped with the skill sets requiredDesign, and utilize lesson plans conforming to approved curriculumAssessing and recording trainees’ progress by setting and marking coursework and assessmentsEnsure documented plans are available for review and redesignEnsure lesson plans are modified depending on different trainee learning styles.Conduct refresher / reset skill training as requiredDevelop monitoring systems to ensure that all agents are performing job responsibilities according to trainingMaintain and publish training reports to relevant stakeholdersPerformance Measures [Metrics for evaluating Job Holders]Pass % Training drop out % 1st 30 days – PPMG

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