Lead - Training Specialist

2 days ago

Bengaluru, Karnataka, India beBeeTraining Full time

Role Description

Key Responsibilities:
  • Develop and update training programs to enhance product knowledge, customer service skills, and overall performance.
  • Conduct comprehensive training sessions for new support team members, focusing on soft skills and customer interaction techniques.
  • Provide constructive feedback and coaching to agents to improve their performance and contribute to the team's success.
  • Collaborate with other trainers, subject matter experts, managers, and stakeholders to ensure training programs meet organizational needs.

Responsibilities also include:

  • Designing and delivering onboarding plans for new hires, ensuring a smooth transition into their roles.
  • Conducting process knowledge tests and assessing the knowledge of trainees to identify areas for improvement.
  • Maintaining strong relationships with trainees and managing attrition during the training and OJT period.
  • Ensuring a seamless handover to operations and facilitating certification processes.
  • Participating in developing training materials and continually seeking opportunities to enhance training content.
Required Skills and Qualifications:
  • Proficient in Microsoft Office (PowerPoint, Word, Excel) and experience in soft skills training is essential.
  • Strong analytical, data handling, and interpretation skills are required to drive business growth.
  • Excellent communication and interpersonal skills are necessary to collaborate effectively with teams.
Education Qualification:
  • Graduate from a reputable university with a background in banking or finance.
  • 5+ years of training experience in the BPO industry, preferably in the banking or financial domain.

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