Digital Services Trainer

1 week ago

Hyderabad, India [24]7.ai Full time
Summary of essential job functions
To train New Hires on the process and ensure their process knowledge is equipped with the skill to handle live calls on the Operations floor
Through Process level training
Refreshers – Process
Process Updates on the Floor
Plan, prepare and deliver training sessions
Prepare training materials
Check and assess trainees' progress
Conduct Training Need Analysis to understand performance gaps
Organize and conduct refresher courses as per the Training Need Analysis
Monitor and present trainee performance

Minimum requirements (Education Qualification & Work Experience)
Bachelor’s degree
Should have process training / work experience in the call centre industry

Competency Requirements: (Technical & Behavioral)
Must be adept in MS Office
Facilitation Skills
Excellent diction, spoken and written language skills, with English and local languages
Patience
Critical-thinking and problem-solving
Lateral thinking
Confidence
Time-management & multi-tasking skills
Job Responsibilities
Deliver process training
Collaborate with key stakeholders to understand the training outcomes & align content, delivery, and assessments
Implement apt instructional and learning strategies, activities, materials, and equipment to ensure trainees learn and comprehend quickly and are equipped with the skill sets required
Design, and utilize lesson plans conforming to approved curriculum
Assessing and recording trainees’ progress by setting and marking coursework and assessments
Ensure documented plans are available for review and redesign
Ensure lesson plans are modified depending on different trainee learning styles.
Conduct refresher / reset skill training as required
Develop monitoring systems to ensure that all agents are performing job responsibilities according to training
Maintain and publish training reports to relevant stakeholders

Performance Measures (Metrics for evaluating Job Holders)
~ Pass %
~ Training drop out %
~1st 30 days – PPMG

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