Training Coach

Gurugram, India
- DOP
- 3076843

**Job Description**:

- India Customer Care | Job Descriptor - Training Coach
- **Job Description**:

- Wipro Designation: Training Coach
- Wipro Band: B2- training strategies, plans, and processes to meet business objectives and conduct domain and client
- specific trainings.
- Responsibilities:
1. Planning
- Work with Training Manager, onshore training counterparts, and other Assistant Managers to
- ascertain quarterly domain learning requirements
- Coordinate with stakeholders to consolidate training needs and publish a training plan outlining
- coverage targets /locations, etc.
- Creating implementation strategies on training delivery, reporting, and learning plans with a co facilitator
- Getting a signoff from stakeholders/client partners on the proposed plan & on reporting on the
- proposed plan & on reporting (effectiveness measurement of learning intervention)
- effectiveness measurement of learning intervention.
- 2. Training Delivery & Support
- Training delivery on Medical and Health Benefits, Defined Contribution and Defined Benefits
- preferable.
- Training on Tools (CSPRO, TBA, Knowledge Central, U-Point, Assist, ALIS)
- Understand business requirements on domain and contribute to module creation and
- customization
- Conduct training refreshers and domain boot camps
- Understand virtual training environment, virtual training delivery, engagement, and reporting
- Training on client specific domain, execution of floor support strategies (keeping business
- requirement in mind) and reporting
- Ongoing Learning & Training Needs Identification and Analysis
- Conduct classroom observations for new trainers and mentor them as per need
- Deliver BI - Train the trainer for new domain trainers and support other preparatory activities
- Handle day to day batch management
- Measures pre and post-performance improvement of new batches as well as aligned colleagues
- from the businesses
- Conduct Teach back sessions for new trainers
- 3.MIS & Data Management
- Compile, track and report metrics to measure training effectiveness (Learning plans, course
- completions)
- Creating & Maintaining Schedules, Learner status report, Attendance, Assessment, and Results
- Collation and analysis on participation, behavior, Schedule adherence and Tardiness
- Analysis of the mock calls for learners (Call Flow & Domain Knowledge)
- 4. Stakeholder Management
- Ensure that delivery expectations are clarified for any ad-hoc requests and business is informed
- of delays in advance
- Keeping business informed about the performance and progress of the batch with regular
- updates/reports
- Raising red flags in a timely manner to mitigate any delivery risks
- 5. Team Responsibilities
- Openness to share and learn best practices from other trainers
- Focus on delivering as a team while executing individual responsibilities
- Maintain schedule adherence (leave planning, shift timing, mobility across Noida & Gurgaon,
- batch schedules)
- Openness to share/receive feedback and work on the same
- Take & demonstrate ownership/accountability of assigned tasks
- Participate in monthly performance/progress review with business leaders/Team managers
- Additional Info:
- Aptitude towards Quality Control (maintain Quality metrics as per client standards)
- Facilitation Skills: Should possess excellent facilitation skills.
- Adaptability to different styles of training and execution (understanding learner’s ability and

culture (US/Canada)- Mentor new hires and onboard them
- Coaching and feedback skills: should possess excellent coaching and feedback skills
- Good communication skills (both written and verbal)
- Proficiency with MS Office, MS Excel Advanced, MS Word and Power Point
- Has experience in reporting out data or creating dashboards.

Education, experience and preferred skills- Total work experience should be 4 years or more (after Graduation in any discipline)
- Experience in Customer Service - Preferably U.S. process
- Experience in US Benefits domain training (preferably - Medical & Health Benefits, Payroll, HR

benefits etc.)
- HWS (Empl Helpdesk))

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.