Associate Training Manager

Job Description

Job Title –

Associate Training Manager

Place of work
• Mumbai

Business Unit
• CDC

Function
• Training

Job Purpose:

This role will have dual responsibility. They will have blended role between process and soft skills trainer. They will be conducting end to end training, supporting agent from new hire, on job training and on floor training on updates, changes and refreshers. They will also conduct soft skills interventions on Voice, Emails and Chat processes

Roles Responsibilities:

Conducting new hire training

Create soft skills content for new hires and existing agents

Collecting process and communication TNI (Training Need Identification) and conducting refreshers

Gauge efficacy of all training; throughput, learning curve reduction, post training efficacy scores, etc.

Conduct refreshers basis SQ, CSAT, NPS and complaints

Coordinating with product/ projects team and ensure smooth dissemination of new launches

Coordinate with operations, WFM, controls, compliance and quality team

Ability to learn and unlearn new products, process, tools, etc.

Should be subject matter expert in LOB aligned

Should have excellent verbal and written communication skills

Educational Qualifications:

Graduate - Any