Executive/Senior Executive Training

1 week ago

Mumbai, Maharashtra, India Rentokil Initial Full time ₹ 12,00,000 - ₹ 36,00,000 per year

About the Role:

  • The Executive/Senior Executive will be responsible for the identification, delivery, and evaluation of training and quality initiatives to enhance team performance and process effectiveness.
  • The incumbent will report to the Head - Contact Centre. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.

Job Responsibilities:

  • Identify and analyse training needs (TNI - Training Need Identification & TNA - Training Need Analysis) & create actionable training plans based on it
  • Conduct situation-based training and refresher sessions
  • Teach communication and navigation skills effectively
  • Create and update call scripts; conduct mock call sessions for various scenarios
  • Develop training modules, scripts, mock sessions, and Product Knowledge Tests (PKTs)
  • Perform random sampling and monthly call audits to identify process gaps
  • Monitor and evaluate call performance to ensure consistent quality
  • Use audit insights to improve training content and processes continually
Requirements

Key Result Areas:

  • Training Needs Analysis
  • Quality Monitoring
  • Script Development
  • Mock Call Sessions
  • Call Audits

Competencies (Skills essential to the role):

  • Excellent Communication Skills
  • Training Delivery
  • Logical Reasoning
  • Effective feedback delivery
Benefits

What can you expect from RPCI?

  • Our values lie at the core of our mission and vision. We believe that it's our people who make our company what it is. We believe in:

  • Service

  • Relationships
  • Teamwork
  • Responsibility

DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.

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