Call Center Trainer

ROLE SUMMARY (PURPOSE)

The Call Center Trainer in Muthoot Fincorp Limited (MFL) designs and delivers training programs for call center agents, focusing on product knowledge, customer service, and compliance with RBI regulations. They conduct onboarding, ongoing skills development, assess agent performance, and collaborate with quality assurance to ensure service excellence.

KEY RESPONSIBILITIES

Training Program Design

• Develop and implement comprehensive training programs for call center agents focusing on customer service, product knowledge, and compliance with NBFC regulations.
• Create training materials such as presentations, manuals, and guides aligned with organizational goals.
• Plan and deliver ongoing training programs to upskill existing agents, improving their performance, and addressing any identified skill gaps.
• Update training content based on changes in regulatory requirements (RBI/NBFC guidelines) or product offerings.

Onboarding and Orientation

• Conduct training sessions for new hires, introducing them to company policies, procedures, and call center operations.
• Ensure agents are well-versed in the companys product offerings, customer handling techniques, and relevant regulatory guidelines.

Performance Assessment

• Evaluate agent performance through role-playing, simulations, and assessments to identify strengths and improvement areas.
• Provide detailed feedback on call handling, communication skills, and adherence to company processes.
• Work closely with the Quality Assurance team to align training content with call quality monitoring feedback.
• Incorporate insights from quality audits into training programs to address common errors or non-compliance issues.

Reporting and Analytics

• Track the effectiveness of training programs using KPIs such as time to proficiency, pass rates on assessments, and post-training performance improvements.
• Prepare and present reports on training outcomes, agent progress, and overall effectiveness to senior management.

KEY SKILLS & BEHAVIOURAL ATTRIBUTES

• Excellent communication, presentation, and coaching skills.
• Proficiency in call center technologies and software.
• Ability to design and deliver engaging and effective training sessions.
• Familiarity with e-learning tools and platforms.
• Behavioral Attributes- Driven and in alignment with our Purpose Transforming the life of the common man by improving their financial well-being and anchored by our core value of integrity, collaboration, and excellence

EDUCATION / EXPERIENCE

• Minimum Qualification: Any Graduate. Certification in Training and Development or equivalent. Experience in training agents on financial products like loans, credit cards, or insurance.
• Nature of Experience: 3+ years of experience as trainer within a call centre, preferably in an NBFC or banking sector.