Axisphone:trainer

AxisPhone: Trainer**INTERNAL USAGE**:
**No. of Vacancies**:
**Reports to**:

- AxisPhone: Location Training Head**Is a Team leader?**
- No**Team Size**:
**Grade**:

- Manager**Business**:

- Retail Operations**Department**:- Axis Phone**Sub**Department**:

- Axis Phone**Location**:

- Mumbai/Chennai**About Axis Phones**

Axis Phones engages with Axis Banks customers and prospects, virtually, through the inbound contact center to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell. Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities. Keeps a check on any malpractices and defines actions basis severity of incidents. The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.

**About** **the** **Role**

Key Responsibilities
- Managing New Hire Training (NHT) batches
- ~15 to 20 new joiners in each batch
- end to end,
- Conducting all trainings
- that are part of the NHT roadmap and timelines,
- Maximizing learning retention through regular tests, mock calls, teach-back sessions, case-study discussions, and other class participation techniques,
- Ensuring engagement of new joiners and facilitate connect sessions with critical stakeholders,
- Owning the performance and retention of new joiners during classroom training, Pre-OJT as well as OJT, ensuring that they meet all the Pre-OJT and OJT targets,
- Addressing the learning and developmental gaps of the batch through ongoing feedback and coaching basis call evaluations / listening / barge-ins,
- Working closely with mentors and track performance improvement through daily reporting,
- Adhering to the documentation and other compliance requirements that are part of NHT,
- Ensuring seamless transition from NHT to M1 without any impact on performance,
- Mentoring new joiners during their M1 to enable them in better handling of customer queries and complaints,
- Contributing to the learning and development of existing agents, as per business requirement

**Qualifications**

Optimal qualification for success on the job is:

- Graduate or Post-graduate from a recognized institution
- 3-5 years of relevant experience

**Role Proficiencies**:

- _Excellent communication skills,_
- _Effective presentation skills,_
- _Coaching & mentoring,_
- _Planning & organizing,_
- _Result Orientation,_
- _Must be trained on at least 2 of the 3 LoBs
- Cards, Bank-NR, Assets_