Process Trainer Lead

2 days ago

Mumbai, Maharashtra, India Teleperformance (TP) Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & responsibilities

  • Conduct new hire training and soft skills / Negotiation skill training
  • Should complete monthly cyclic activities including refresher training, update training and PKT
  • Sensitize to training needs / understand learning requirements of different learning groups
  • Liaison with the Quality and Operations to identify, screen and execute process improvement plans
  • Ability to execute training tasks / assignment on short notice
  • Interested to deliver and contribute towards process improvement
  • Take accountability for new hires performance during the OJT period, including attrition .

Preferred candidate profile

  • Monitor calls of each advisor every week ,during OJT and provide immediate feedback to the advisors in case of failed call.
  • Provide regular feedback to Team Members regarding the performance of the team and any issue that needs escalation.
  • Document the feedback signed off by the concerned parties.
  • Monitor calls across teams (cross monitoring) every month.
  • Nominate and groom floorwalkers amongst the team regularly.
  • Conduct process refreshers and Policy refreshers.
  • Nominate advisors to conduct buzz sessions.
  • Handle all escalation calls for the team.
  • Sharing good calls & bad calls , creating product level FAQs .
  • Nominating hall of fame & hall of shame for OJT Batch .
  • Conduct buzz sessions for any updates and share new information with the team including the targets for the day.
  • Check the login schedules.

Manage attrition through regular communication with advisors and tracking EWS through changes in behavior, performance and attendance

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