Process Trainer||Tech Mahindra

Roles and Responsibilities

• Conduct training for new hires and recurrent training for employees in the areas of Procurement
• Deliver new hire training in adherence with training
• Schedules -Manage Training delivery.
• Maintain current understanding of policies and procedures,
• website changes, new products and processes of clients and customer service center
• Assist with the development of training manuals, modules, and curriculum courses. Prepare all materials for training courses prior to class. Collect feedback from associates, CSRs, Supervisors, and Quality Monitoring team to identify new training needs.
• Maintain and update training materials as appropriate
• Demonstrate ability to quickly learn and adapt to new policies and procedures, and processes of the customer service center
• Languages known (Read, Write and Speak): Hindi, English
• Shall have good knowledge of Soft Skills, Leadership qualities and excellent Communication Skills

Key Deliverables (KRA Measure)

• Delivering throughput with minimum attrition
• Monitoring the agents performance post they are handed over to operations (0-30days)
• Ensuring process PKQ once in a month along with his own/her own.

Applicants Specifications & Qualification:

• Education: Any Graduate - Any Specialization
• Total Experience: 18 –24 Months as CSR, or 6-9 months as acting
• Shows flexibility/ownership & works under pressure situation.
• Ability to work within challenging environment with tight delivery timelines.
• Willingness to work in any shift.
• The candidate should have excellent problem solving capabilities and lateral thinking skills.
• Understanding of the Business situation and capability to address issues.
• Candidate should be open to change, Multi-tasking skills, Inter personal skills.
• Willingness to travel for short/long trips basis demand of business situations.
• Strong presentation and public speaking skills
• Understanding of effective training methodologies and tools
• Shall have good knowledge of Soft Skills, Leadership qualities and excellent Communication Skills