Senior Process Trainer

POSITON TITLE: Sr. Trainer

The trainer would be responsible for maintaining the support levels of the Project, its various elements and service as per the defined TATs and operational processes.

She/he would be responsible for meeting contact center customers SLAs and would be managing customer engagements and escalations. She/he would also be responsible for strong interlock with other cross functional teams for identifying various faults and working towards mitigating and fixing the same.

ESSENTIAL SKILLS / COMPETENCIES:

• Excellent verbal and written English and good in presentation skills.
• Good comprehension skills
• Comfortable in working 24*7 work environment.
• Adaptive, ready to learn, contribute and deliver consistently under pressure.
• Excellent skills in Excel/Quality Tools / Data Analysis / Analytical Skills / Reporting.
• Patience while giving feedback, Open to change, multi-tasking skills, Interpersonal skill.

Role & responsibilities

• As per Manpower requirement training batches to be trained and handed over to ops.
• Work on TNI and basic floor training needs as per requirements.
• NHT coverage and support (0-30)
• Audits & Feedback and coaching activities to advisors
• Refreshers as per defined timelines to work upon BQ and adhere BQM process.
• Update dissemination process adherence
• New product update
• JOB knowledge quiz to all functions
• Responsible to train associates on specific job role
• Responsible for managing end to end Training activities complying to the procedure stated.
• Complete the training the trainer qualification.
• Responsible for sharing the training evidence with the training manager.
• Responsible to ensure that training records are updated on E-learning system wherever applicable.
• Certify New Hire post completion of process /role specific training.
• Responsible for creating PKT.
• Accept the handover of resources from Day 1 of Training.
• Ensure the attendance and salary gets corrected and doesnt get impacted.
• Drive Tech Mandates, Client mandates, if any as per the timelines
• Share data every month on month for completing the training for Floor associates.
• Training function deployment as per SOP
• Trainers will have a Qualifier target of handling 50 calls / chat every month when there is No New Hire Batch

Preferred candidate profile

• Candidate must have a graduation or similar qualification of 10+2+3 years
• 1 year sales experience preferred.
• Immediate Joiner and open to US Canadian night shifts and rotational week off
• Minimum 3 yrs of Process Training experience in International Telecom process or Technical process or similar experience in International Process
• Work Location Pune ( Flexible to relocate )