Verified Job
Customer Support / TeleCaller
Mum - BPO - Process Trainer
Customer Support / TeleCaller
#644994
Remote / WFH
Job Description
Profile:
Process Trainer
Sector:
BPO
Location:
Mumbai (Work from Office only)
Experience:
Min. 1 yr on paper experience as Process Trainer
Education:
Graduation (any stream)
Salary:
Up to 6 lacs CTC + Incentives
Shift Details:
Rotational Shifts; 6 days working, 1 Rotational Week Off
Description:
• Administering Employee Training Programs; Evaluating Training Programs Effectiveness
• Conduct classroom training / team huddles basis the call monitoring sessions
• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance
• Establishes guidelines so employees understand expectations and parameters. Develops specific training to improve service performance
• Would be responsible for Training Throughput - Percentage of people hitting the floor after meeting the effectiveness criteria
• Would be responsible for Training Effectiveness days performance) -measured by the percentage of trainees achieving the Quality/CSAT/Productivity. Track associate's performance after training to ensure effectiveness of training
• Monthly Product Knowledge Assessment on floor
• Coordination for refresher training bases TNI's; Refresher training with efficacy mapping
• Participate in calibration session within the team and with Quality / Operations when required
• Provide feedback to associates on positives, areas of opportunity and other observations based on audits
• Developing action plans and report out the improvement process in the weekly/monthly business reviews
• Analyse the Audit data, Survey data, prepare & implement action plans
• Providing inputs to operations on individual capability for better team capability management
• Generating reports on Daily, Weekly & Monthly basis
• Analyse the coaching/training needs of the associates and support them in delivery
Process Trainer
Sector:
BPO
Location:
Mumbai (Work from Office only)
Experience:
Min. 1 yr on paper experience as Process Trainer
Education:
Graduation (any stream)
Salary:
Up to 6 lacs CTC + Incentives
Shift Details:
Rotational Shifts; 6 days working, 1 Rotational Week Off
Description:
• Administering Employee Training Programs; Evaluating Training Programs Effectiveness
• Conduct classroom training / team huddles basis the call monitoring sessions
• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance
• Establishes guidelines so employees understand expectations and parameters. Develops specific training to improve service performance
• Would be responsible for Training Throughput - Percentage of people hitting the floor after meeting the effectiveness criteria
• Would be responsible for Training Effectiveness days performance) -measured by the percentage of trainees achieving the Quality/CSAT/Productivity. Track associate's performance after training to ensure effectiveness of training
• Monthly Product Knowledge Assessment on floor
• Coordination for refresher training bases TNI's; Refresher training with efficacy mapping
• Participate in calibration session within the team and with Quality / Operations when required
• Provide feedback to associates on positives, areas of opportunity and other observations based on audits
• Developing action plans and report out the improvement process in the weekly/monthly business reviews
• Analyse the Audit data, Survey data, prepare & implement action plans
• Providing inputs to operations on individual capability for better team capability management
• Generating reports on Daily, Weekly & Monthly basis
• Analyse the coaching/training needs of the associates and support them in delivery
