Job Overview
Job Description
Responsibilities:
• Responsible for conducting end to end training programs
• Excellent written, oral and presentation skills, as well as be proficient in MS Office products (Word, Excel, Visio, PowerPoint)
• Deliver classroom and blended programs that add value to the learner and their business area
• Conduct refresher sessions to improve/maintain the CORE skills of the Customer Service CSRs on the operations floor
• Preparing and designing Training Materials
• Generates training reports
• Train new Email / Chat Customer Service CSRs in the area of Customer Email / Chat Service Skills/ Process Knowledge/Product Knowledge etc (CORE Training)
• Respond and resolve issues arising out of interactions with Operations
• Conduct timely meetings with different LOBs to ensure open communication and devise an action plan to address issues/ concerns raised.
• Floor support as per the process requirements
• Coordination with different LOBs in preparation for TNA
• Feedback and session to conduct as per the requirement
• Login and take Email / Chat for 2 hours in a week.
• Throughput target as defined One 97..
• Nesting Compliance.
Skills & Qualification:
• Graduate In Any Discipline
• Minimum 2 Years Of Work Experience in Training
• Ability To Work Flexible Schedules And Shifts
• Excellent Communication And Presentation Skills
• Customer centric experience
• Demonstrated Mentoring And Coaching Skills
Personal Characteristics & Behaviour:
• Flexible to work in challenging working environment and extra working hours
• Self-Motivated
• Open to learning
• Result Oriented
• Strong supervisory skills with an eye for detail
• Excellent written and verbal communication skills in English
• Organized and Methodical
• Target and deadline driven
