JD :

Process Trainer :

Your Role and Responsibilities :

 Job Description :

- Impart high quality training

- Coordinate with operations team to schedule training batches

- Mentor junior trainers

- Build and maintain a professional trainer-agent rapport

- Provide periodic report of agent/supervisor feedback on content and suggest improvements

- Experience of at least 2 years in Training in the field of soft skills, communications & process training and voice and ascent.

- Manage the design, delivery & continuous improvement of training programs as well as

on going learning opportunities across the organization through SOPs and Process Job Aids.

- Need to build /evaluate our competency framework for our voice/chat and email - channels which include escalations and inbound/outbound calls.

- Build an evaluation framework to map the current competency of our escalation supervisors and inbound/outbound/chat/email agents against the standard competency.

- Build training and coaching plan and execute the same to help our escalations along with supervisors and inbound/outbound/chat/email agents move from where they are to when they are expected to be.

- Conduct periodic 'training need analysis & identification' on skill opportunities based on the data and inference shared by our quality team.

- Execute the training & coaching solutions on the areas of opportunity identified through classroom training or one on one coaching sessions.

- Should have the expertise to build training & coaching solutions to upskill our supervisors & agents on skills like empathy, mindfulness, listening, patience, resilience, persuasive skill, critical thinking, assertiveness etc.

- Monitor calls/emails/chats periodically to evaluate the progress of the supervisors and agents.

- Liaison with HR and hiring teams to set expectations on the required threshold on skills while hiring and suggest method & tools for evaluating the same.

- Collaborate with stakeholders and drive partners in executing the training solutions

- Attrition control by ensuring people are taken care and well guided and their controllable issues are closed with transparent approach. Giving focus to new people by helping them to adjust in work environment and demands. Tracking probable attrition and helping them to resolves their issues. Participating warning systems tracker used by organization.

- - Training Effectiveness: Impart quality training and ensure trainees are able to deliver as per process requirement and meet the process metrics and in turn provide customer/Client satisfaction

- On Job Training: Hand holding of the new executives during OJT and ensure share their performance feedback at regular intervals

-  Conducting TNI/Refreshers: Conduct a TNI for the existing executives in association with Quality and Operations and design a refresher module for the same and ensure its implementation and measure pre and post training effectiveness and publish the reports

Client Focus: Ensure effective coordination with the Clients to understand the business requirements and deliver as expected.

- Quality control by doing daily audit and feedback. Same to be based on the performance of the people. Thus giving focus to new and poor performers more. Using the Agent Tenuity and Banding as base for quality monitoring.

-  Performance management of his team provide status updates of performance indication trends at regular intervals to his team. Looking at people current performance and focus on low performers.

-  Daily briefings to be initiated with the Operations team updated on new updates and abreast to product/process knowledge.

-  To participate in quality/Operations calibration activities

-  Login hours adherence of 8 hours productive per day by ensuring people complete the hours as per their roster

-  Correct attendance marking, sharing and getting errors corrected timely.

-  Ensuring Product and process knowledge Test are conducted and entire team is covered. Feedback to be share and if required quick refresher to be taken. Seek his supervisors for addition support required from other departments like Operations and quality.

-  Internal Escalations: Able to highlight issues in process to supervisors for closure of the same like. Systems down time, connectivity of data and other support failure. Related to training delivery

-  Feedback adapting: able to take feedback openly by thing it as an opportunity.

- Basic process metrics management like Throughput,Call quality scores, Product test scores (PKT) etc as defined for his level.

-  Agent level feedback for quality and product

- Reporting basic escalation to supervisor..

Required Candidate profile

- Degree /Masters in English communications will be an added advantage.

- Excellent verbal and written communication skills in English

- Experience in leading activities for a change in ways of working.

- Experience in delivering classroom / virtual training and coaching session on soft-skills and voice and ascent.

- Experience in training and coaching customer service executives and escalation supervisors on soft skills will be an added advantage.

- Ability to lead and influence others.

Should be comfortable working in Rotational shifts

- Should have basic excel skill and should be good at making PPTs.

- Should be comfortable making Reports and should be hands on in excel and other Report analysis.

- Certifications in soft skill training & instructional designing will be an added advantage

- Demonstrated 3-5 Years experience in technical training and Certifications - OSCP (if have would be an add on).

- Excellent verbal and written Communication Skills

- Good Command over English & foreign Language.

- Process and product awareness

- Industry and domain knowledge

- Team Handling/Interpersonal Skills

- Customer's centricity

- Excellent Presentation Skills

- Internal policies awareness and issue management

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