Specialist-Phone Banking Training

5 days ago

Bengaluru, India Ujjivan Small Finance Bank Full time

Job Description KEY DUTIES & RESPONSIBILITIES OF THE ROLE Business/ Financials - Ensure all trainings are done as defined within timelines - Ensure Training SLA and certifications are Met - Handle NHT and provide support as required - Responsible for New joiners performance - Manage New joiners attrition - Update and manage training content - Conduct call calibrations with External and internal stakeholders - Conduct call listening activities - Identify training and developmental needs and drive suitable training initiatives - Enhance employees skills, performance, productivity and quality of work Customer (Both Internal & External) - Ensure trainees are handling calls & providing 100% accurate resolution on calls - Query and doubt handling - Escalation handling - Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently - Provide guidance on how to escalate complaints / disputes within the organization Internal Process - Publish Training calendar and other reports as defined within timelines - Ensure adherence to process and audit requirements - Coaching and feedback sessions for Trainees and existing staffs - Maintain schedule adherence of trainees - Manage NHT Attrition Innovation & Learning - Identify training gaps and ensure team members are up to date with products and procedure - Coordinating with business teams to get the latest feedback and updates - Ensure adherence to training man-days/ mandatory training programs for self and self - Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank

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