Process Trainer

Role & responsibilities

Responsible for conducting end to end training programs
Deliver classroom and blended programs that add value to the learner and their business area
Conduct refresher sessions to improve/maintain the CORE skills of the Customer Service CSRs on the operations floor
Preparing and designing Training Materials
Generates training reports
Train new Customer Service CSRs in the area of Customer Service Skills/ Process Knowledge/Product Knowledge etc (CORE Training)
Respond and resolve issues arising out of interactions with Operations
Conduct timely meetings with different LOBs to ensure open communication and devise an action plan to address issues/ concerns raised.
Floor support as per the process requirements
Coordination with different LOBs in preparation for TNA
Feedback and session to conduct as per the requirement
BQM Management
Nesting Compliance.

Skills & Qualification:
Two years experience in training Domain
Willing to work in 24*7 shifts and 6 days a week.Ability to Work Flexible Schedules and Shifts.
Excellent written, oral and presentation skills, as well as be proficient in MS Office products (Word, Excel, PowerPoint)
Customer centric experience
Demonstrated Mentoring and Coaching Skills