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Process Trainer
1 month ago
She/he would be responsible for meeting contact center customers SLAs and would be managing customer engagements and escalations. She/he would also be responsible for strong interlock with other cross functional teams for identifying various faults and working towards mitigating and fixing the same.
ESSENTIAL SKILLS / COMPETENCIES:
- Excellent verbal and written English and good in presentation skills.
- Good comprehension skills
- Comfortable in working 24*7 work environment.
- Adaptive, ready to learn, contribute and deliver consistently under pressure.
- Excellent skills in Excel/Quality Tools / Data Analysis / Analytical Skills / Reporting.
- Patience while giving feedback, Open to change, multi-tasking skills, Interpersonal skill.
JOB DESCRIPTION
1. As per Manpower requirement training batches to be trained and handed over to ops.
2. Work on TNI and basic floor training needs as per requirements.
3. NHT coverage and support (0-30)
4. Audits & Feedback and coaching activities to advisors
5. Refreshers as per defined timelines to work upon BQ and adhere BQM process.
6. Update dissemination process adherence
7. New product update
8. JOB knowledge quiz to all functions
9. Responsible to train associates on specific job role
10. Responsible for managing end to end Training activities complying to the procedure stated.
11. Complete the training the trainer qualification.
12. Responsible for sharing the training evidence with the training manager.
13. Responsible to ensure that training records are updated on E-learning system wherever applicable.
14. Certify New Hire post completion of process /role specific training.
15. Responsible for creating PKT.
16. Accept the handover of resources from Day 1 of Training.
17. Ensure the attendance and salary gets corrected and doesn't get impacted.
18. Drive Tech Mandates, Client mandates, if any as per the timelines
19. Share data every month on month for completing the training for Floor associates.
20. Training function deployment as per SOP
21. Trainers will have a Qualifier target of handling 50 calls / chat every month when there is No New Hire Batch
Preferred Competencies
- Candidate must have a graduation or similar qualification of 10+2+3 years
- Immediate Joiner and open to US Canadian night shifts and rotational week off
- Minimum 3 yrs of Process Training experience in International Telecom process
- Work Location – Pune & Mumbai (Flexible to relocate to either of the location)
