Lead Training

4 days ago


Noida, Uttar Pradesh, India Tata Play Fiber Full time

Job Information

Department Name

Customer Service

Date Opened

12/11/2025

Industry

Telecommunications

Job Type

Full time

City

Noida

State/Province

Uttar Pradesh

Country

India

Zip/Postal Code

201301

Job Description

POSITION DETAILS

JOB PURPOSE

To monitor and improve Training across various customer operations processes and customer touch points by means of regular and structured learning interventions

DUTIES AND RESPONSIBILITIES

  1. New Hire Induction Training Program Development and Delivery

  2. Ensure that content for NHIT is always updated

  3. Ensure that parameters for NHIT batch are met during the nesting period

  4. Conduct TTT for the Trainers at Call Centre

  5. Refresher design and delivery based on TNI inputs

  6. Content preparation and Delivery of Product and Process Updates

  7. Ensure that all updates are updated on LMS and Knowledge portal in a timely manner

  8. Ensure that Product Knowledge Tests are held as per stipulated intervals

  9. Ensure that Training Infrastructure at partner premises are as per agreed parameters

  10. Ensure that training team is adequately staffed

  11. Drive NPS by identifying NPS related TNI and preparing refreshers around the same

  12. Ensure that Reward & Recognition programs are help timely for the partner Customer Support team

  13. Coordination with LMS partners to ensure Learning systems are always up and running

  14. Coordination with partner team to ensure all agents have requisite IDs

  15. Maintenance of and compliance with respect to Training Budget decided during AOP

Team Size

1 team member for Content and Partner Manpower – (1 Training Lead + 3 team members)

Requirements

QUALIFICATIONS

EXPERIENCE REQUIREMENTS

5+ years in functional domain

EDUCATION REQUIREMENTS

Bachelor's Degree/Master's Degree preferable

REQUIRED SKILLS

Strong Customer Focus, Communication Skills, Analytical & Critical Thinking, Team player & ability to work in challenging work environment, Attention to details, Familiarity with Content Development and related applications, Data Mining and Analytics using MS Excel and/or MS Access


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