Training Specialist

12 hours ago

Tiruppur, Tamil Nadu, India beBeeCustomerService Full time ₹ 8,00,000 - ₹ 10,00,000

Job Title: Operational Training Specialist

Key Responsibilities:
  • Deliver comprehensive training programs to new hires and soft skills/negotiation skill development
  • Execute monthly cyclic activities including refresher training, update training, and process knowledge transfer
  • Identify and understand the learning requirements of different groups
  • Collaborate with Quality and Operations teams to develop and implement process improvement initiatives
  • Respond promptly to training tasks/assignments and deliver results on short notice
  • Contribute to process improvement and take ownership of new hires' performance during the on-the-job training period

Taking responsibility for new hires' performance includes monitoring their progress, providing feedback, and addressing any issues that may impact attrition.

Functional/Operational Requirements:
  • Regularly review advisors' calls during OJT and provide constructive feedback to ensure quality standards are met
  • Provide regular updates on team performance and address any escalations in a timely manner
  • Document feedback and maintain accurate records signed off by relevant parties
  • Conduct cross-monitoring across teams every month to identify areas for improvement
  • Nominate and develop floorwalkers amongst the team to drive knowledge sharing and best practices
  • Organize process refreshers and policy updates to keep the team informed and aligned
  • Nominate advisors to conduct buzz sessions and share knowledge with the team
  • Handle all escalation calls for the team and respond promptly to customer inquiries
  • Share good and bad calls; create product-level FAQs to support customer success
  • Identify and nominate hall of fame and hall of shame for OJT batches
  • Conduct buzz sessions to share updates and new information with the team, including daily targets and priorities
  • Verify login schedules to ensure seamless operations
  • Manage attrition through regular communication with advisors and tracking Early Warning Signs (EWS) via changes in behavior, performance, and attendance
Required Skills and Qualifications:
  • Strong English language communication skills
Critical Competencies:
  • Customer Service
  • Analytical skills
  • Data representation expertise
  • MS Excel proficiency
  • Time management
  • Multitasking ability

The ideal candidate should possess strong English language communication skills, excellent analytical skills, and be proficient in data representation and MS Excel. Effective time management and multitasking abilities are also essential for this role.

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