Assistant Manager

2 months ago

gurugram, India Genpact Full time

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Customer Care – Trainer- Business Analyst/AM/Manager

In this role, The Trainer will be responsible for on-going observations of direct reports, providing guidance, mentoring and support that focus on performance improvement of the candidate. Their duties include creating educational material, conducting training sessions, identifying skills gaps, and ensuring staff members stay motivated.

Responsibilities

Review Existing Training Materials and Identify the need for updating the same. Should be able to create new content as and when necessary

• Conduct and periodically review contents/initial training material of the initial training of New Hires of the process.

• Develop and conduct Refreshers based on Training needs for existing Agents and help prepare them for the job.

• Using trending data from Quality Assurance reports, create one-on-one or group training to resolve training discrepancies.

• Evaluate client’s training requirements and establish training goals/completion milestones

• Develop and implement client-specific training programs and material using input from Project Managers, client training materials and Knowledge System contents.

• Coordinate training activities looping in Hexaware and client stakeholders.

• Facilitate role-playing, test, certification, and remediation.

• Management in participating in the selection process of potential candidates;

• Work with the internal management staff to develop and facilitate motivational activities for the advisors.

• Provide assistance in developing cross-training materials and SOPs, as required;

• Preparation of Training Plans, and relevant Training reports and Dashboards.

• Perform other duties as assigned.

• Ability to work in night/rotation shifts as well. Process could also demand a 5-day working and should be open for it accordingly.

Qualifications we seek in you

Minimum Qualifications

·Excellent customer service skills and ability to assist in customer inquiries independently.

·Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.

·Self-disciplined, diligent, proactive and detail oriented

·Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.

·Ability to maintain high levels of confidentiality and data security standards.

·Relevant years of prior process training or teaching experience in a live Chat/Voice type of project/company process

·Relevant experience relevant domain (Telecom-Inbound, outbound & Banking background preferred)

Preferred Skillset / Qualifications

·Understanding of MS Office applications like Excel, Word, PowerPoint, Outlook, etc.

·Keen attention to detail, customer profiling and pattern identification

·Minimum Graduate (Any Degree).

·Minimum years of experience in the Quality Assurance domain in the BPO industry.

·Having LSSYB/ LSSGB is an added skillset.

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