Process Trainer

1 day ago

Hyderabad, Telangana, India Tech Mahindra Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Process Trainer & Sr.Process Trainer - Service Desk Roles and ResponsibilitiesFacilitate engaging training sessions, both in-person and virtual, ensuring smooth training

Process Trainer will analyze quality data to identify training needs

Create customized content or training plan

Track post training effectiveness, by observations and quality data

Publish daily / weekly / monthly reports to stakeholders

Maintain historical data for the associates trained

Responsible for the performance of New Hires during the learning curve and extend coaching and support for improvement

Update training materials/Manage Knowledge Management if required or as suggested by clients

Collaborate with cross-functional teams to align training initiatives with project goals and deadlines

To stay up to date with all process -related information for information for training purposes, and to handle calls/chats/emails or any other support activities related to their assigned projects

Conduct performance improvement activities that include and are not limited to Refresher training, Call audits, TNI and help improve performance of the agents in BQM/PIPTrack associate's performance after training (0-90 days) to ensure effectiveness of training

Actively do the call monitoring by listening to the agents calls (Recorded & live)Focused on task deadlines and aggressively drives completion within stipulated timelines

Provide support to the training manager in establishing, measuring, and monitoring key training metrics

Perform roles and responsibilities of Operations Lead/SME in case of business requirement.Provide Floor support/Floor Walk/Real Time on call support/Queue Monitoring for all agents in the project aligned.Applicant's Specifications & QualificationExperience in working in Service Desk Environment.Excellent Communication skills, Presentation and Interpersonal skills

Ability to adapt to changing priorities, technologies according to business needs

Ability to manage stakeholders and be responsive to business urgency

Self-starter– Must be able to start and manage multiple tasks at the same time

Inclination for learning and passion for knowledge facilitation

Desired SkillsTechnical Background (Strong technical background in IT Service management, with experience in service desk operations)Good Presentation and training delivery skills

Should also be familiar with various ticketing systems, cybersecurity principles, and remote support tools

Proven experience in designing, developing and delivering training programs

Prior experience in maintaining and analyzing historic training data is highly desirable

Experience in Creating SOPs and Knowledge Base Articles

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