Openings For Comms trainer - HYD

Role Summary:

The Comms Trainer & Hiring PoC position is primarily responsible for the Training module that is designed to improve communication etiquette, focused on language skills that are used in every workplace. With a greater grasp of the English language we will be able to represent the company more competently.

Training Manual is the foundation to build a system that will be unique for business, a system that will help the Ops engage with different learning styles.creating content and conducting training. Taking care of our accounts requires quick action, customer service and relationship building paired with the ability to enhance knowledge in the account.

In the role of a Trainer, one should be in a position to take complete ownership of training programs conducted while looking at ways to continually improve and increase the value of the program. As a Comms PoC, the associate should be able to support the floor with any Comms -related questions raised by operators, identify policy/workflow gaps and provide meaningful solutions to bridge these.

Training & Development Responsibilities:

➔ Facilitate programs based on product and customer service training by utilizing the available content, presentations and visual aid to equip the trainees with relevant skills needed to perform the job effectively and efficiently.

➔ Plan and direct classroom training, electronic learning, multimedia programs, and other computer-aided instructional technologies, simulators, conferences and workshops.

➔ Manage the training program in accordance with business needs, regulatory requirements, and Quality Management System.

➔ Evaluate trainees for the duration of the training by administering regular assessments and activities followed by a feedback process.

➔ Check all logistical requirements before beginning a program to ensure smooth and efficient implementation.

➔ Undertake requisition and inventory of classroom equipment on a monthly basis to ensure safety and proper maintenance.

➔ Participate in client calls regarding updates on new products and development.

➔ Mentor & train new instructors on subject matter and course delivery techniques for assigned technical courses to be able to conduct courses in case of a business need.

➔ Recognize and Reward top performing trainees based on evaluation results, participation and behavior.

➔ Translation of the training deck and documentation will be necessary in order to train local trainees.

Training Need Identification:

➔ Conduct training needs evaluation for the new joiners to gauge their capability.

➔ Conduct learning needs assessment based on trainee performance and behavior.

➔ Create and conduct assessments for on floor advisors to ensure continuous learning initiatives

➔ Identify and recommend modifications or additions in content to facilitate the learning needs of the new entrants as well as tenured agents. This will be done basis identified gaps from advisor feedback, performance data and quality findings

➔ Monitor calls to validate QA findings for retraining purposes.

Content Design

➔ Has the ability to design or customize modules and session plans based on advisor needs

➔ Develop training materials and company presentations for employee references.

➔ Can develop Standard Operating Procedures to be implemented on the floor for employees’ adherence and proper guidance.

➔ Design training modules and update materials, manuals and visual aids based on TNA and QA recommendations to ensure continued relevance of the programs.

Other Training Responsibilities

➔ Prepare weekly training status reports on on-going training with feedback for all participants.

➔ Participate in planning sessions and help set plans and programs.

➔ Manage daily attendance along with details on any issues

➔ Have regular meetings with Operations, HR to ensure inter department coordination and communication.

➔ Conduct interviews and evaluate technical and communication skills to ensure the quality of applicant selection.

➔ Maintains advisor documents which are handed over to Operations on advisor movement to Mentoring/OJT

Comm’s Trainer Responsibilities

➔ Comm’s Screening - Process: Associates screened on the basis of Language Assessment criteria & rated on a score card

➔ Pre Process Training/Bootcamp Training - Process:Ops selects from Local Calling & Non Calling spend 9 hrs of Pre Process Training which is a combination of Presentations on Tips/Best Practices for Call Etiquette/Intro Maps etc.

➔ Process Comm’s Training - Process training and Mock calls practise

➔ Process Comm’s Certification - Process:Neutral Comm’s Trainer to conduct certification basis Comm’sTraining .Ops are taken through a Final Comm’s Certification which consists of Mock Calls basis process & should score.

➔ Mentoring Performance- Process to gather 4 Weeks of Performance Data.

➔ Reporting - Process:To gather Global Weekly/Monthly Performance Data

Qualifications:

➔ Comm’s Senior Trainer [SME] - Minimum 3+ years of experience proficient in English & Hindi with Verbal & Written Skills- [Applicable for external]

➔ Comm’s TL- Minimum 6+years of experience with roles and responsibilities which includes Hiring, Assessment, Bootcamp, Process training, content creation such Calling scripts, training certification on call quality- [Applicable for external]

➔ Experience of at least a year within the process with no less than rating- [Applicable for Internal]

➔ Sound knowledge of training concepts and methodologies

➔ Excellent process knowledge

➔ Good presentation skills

➔ Good people handling skills

Selection Process for Internal Hiring

➔ An IJP will be rolled out to invite applications from the process

➔ A written test will be conducted to evaluate process knowledge and cognitive skills

➔ An interview will be conducted by a certified Process Trainer, Training Lead/Training Manager

➔ The candidate may be asked to present a topic on a presentation

➔ The resource will be on probation for 3-6 months before getting confirmed in this role

➔ No zero tolerance incidents reported in the last 6 months

➔ No HR warning letter issued in the last 6 months

➔ Should not be on PIP