Process Trainer
4 weeks ago
A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.
To know more about Firstsource please visit our website www.firstsource.com
Job location : Hyderabad
Position : Sr. Process Trainer
Division : BPO Ed Tech
Experience : Experience in training in Voice, Chat & Email Process, preferably in Ed Tech businesses. (min 2-4 yrs).
BACKGROUND TO THE REQUIREMENT
Firstsource is actively recruiting a Trainer for Outbound Sales process within the EdTech vertical to develop and execute a robust Training.
ROLE AND RESPONSIBILITIES
The Trainer is responsible for implementation and delivery of exceptional training that supports consistent delivery of client metrics.
Meet daily KRA’s as agreed and any that may get added due to business needs
Deliver process training to the new hires or training sessions and refresher trainings on the floor or Virtually (Teams application) or face to face in the training room.
Conduct Mock calls basis floor experiences / reports and role plays during the classroom training
Attrition Management – End to End yield
Managing trainee performance, discipline and expectations throughout the training and even during the initial stage of taking live calls and ensure good through-puts
Content- Creating/ reviewing session plan, preparing and updating the training modules as per requirements
Working closely with client to understand requirements and business critical measurements, ensuring this is incorporated in training to achieve exceptional training quality.
Assess sample work on a pre-defined audit monitoring as per evaluation criteria defined by business followed by ascertaining right coaching needs are identified and should effectively be able to deliver coaching sessions
Carry out calibration with stakeholders as per agreed process
Analyze business information to identify process improvements for increasing business efficiency and effectiveness.
Participate in cross-functional meetings to resolve recurring customer issues.
Maintain confidentiality of all company/client related information and records.
Work closely with Quality team on training needs identified for colleagues and collaboratively implement plans to improve performances of bottom performers.
Actively participate in progressive disciplinary process for employees not able to meet or maintain standards of excellence
Execute strong governance plans to communicate with the internal Customers, Stakeholders and Clients to gain information, feedback and approval.
Demonstrate strong customer service ethic in the team through active communication, regular updates & meetings.
Co-ordinate with other centers to share best practices, continuous improvement of modules, delivery and ensure adherence to best practices identified in FSL.
Adhere to the policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct
PROFESSIONAL ATTRIBUTES
Candidate should be able to demonstrate evidence of the following:
Educated to Degree level
Experience in training in Voice, Chat & Email Process, preferably in Ed Tech businesses. (min 1-2 yrs) face to face and virtually.
Able to conduct Soft skills and Process training.
Experience in training voice process pre-dominantly, however blended is better.
Experience in the EdTech space will be preferred
Eligibility:
Any Graduate
Contact details
Padmapriya Shekar
Email- Padmapriya.Shekar1@firstsource.com
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