Lead - Training
2 weeks ago
Responsibilities
Conduct new hire training programs for call centre representatives. Develop onboarding plan for new hires. Follow up with new hires after completion of training to ensure they continue to improve their skills. Conduct process knowledge tests and constantly assess their knowledge. Have strong engagement with trainees and manage attrition during the training and OJT period Facilitate certification process and ensure smooth handover to operations Hand hold newly trained executives during the OJT program and ensure smooth movement of executives on to the production floor Participate actively in developing training materials and constantly look for opportunities to enhance training content. Collaborate with customer service supervisors & quality team to identify training needs and conduct refresher training. Coach and mentor customer support agents to support their professional development and career growth. Certification in call center training or related areas is a plus Identify opportunities for process improvements and provide recommendations to optimize call centre operations. Develop training content including presentations, manuals, SOP & learning materials
Skills
Proficient with Microsoft Office (PowerPoint, Word, Excel) Should have experience in soft skills training Should have experience in managing & leading training related projects Ability to conduct ‘know our business’ sessions to other departments within the organization to create the visibility and to share the areas of opportunities in the business Excellent communication and interpersonal skills Good Analytical / Data Handling / data interpretation
Education & Qualification
Graduate from a reputed university 5+ years of training experience in BPO industry Should be from banking or financial domain Equal Opportunity Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success
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