Mum - BPO - Process Trainer
4 hours ago
Profile: Process Trainer
Sector: BPO
Location: Mumbai (Work from Office only)
Experience: Min. 1 yr on paper experience as Process Trainer
Education: Graduation (any stream)
Salary: Up to 6 lacs CTC + Incentives
Shift Details: Rotational Shifts; 6 days working, 1 Rotational Week Off
Description:
· Administering Employee Training Programs; Evaluating Training Programs Effectiveness
· Conduct classroom training / team huddles basis the call monitoring sessions
· Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance
· Establishes guidelines so employees understand expectations and parameters. Develops specific training to improve service performance
· Would be responsible for Training Throughput - Percentage of people hitting the floor after meeting the effectiveness criteria
· Would be responsible for Training Effectiveness days performance) -measured by the percentage of trainees achieving the Quality/CSAT/Productivity. Track associate's performance after training to ensure effectiveness of training
· Monthly Product Knowledge Assessment on floor
· Coordination for refresher training bases TNI's; Refresher training with efficacy mapping
· Participate in calibration session within the team and with Quality / Operations when required
· Provide feedback to associates on positives, areas of opportunity and other observations based on audits
· Developing action plans and report out the improvement process in the weekly/monthly business reviews
· Analyse the Audit data, Survey data, prepare & implement action plans
· Providing inputs to operations on individual capability for better team capability management
· Generating reports on Daily, Weekly & Monthly basis
· Analyse the coaching/training needs of the associates and support them in delivery
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