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 )
Employment Type: Full Time, Permanent
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