Process Trainer - Assistant Process Manager
- eClerx Services
- 5 - 10 years
- Mohali, Chandigarh
- 5 years ago
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Job Description
India- Chandigarh | Full-time (FT) | Customer Operations
Shift Timings - Night Shifts | Management Level Assistant Manager | Travel Requirements - NA
Specialism Telecom, Broadband, DTH, eCommerce, International BPO
This role will be an essential part of the Knowledge Management Team in the Customer Operations Vertical.
The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. He/she must be able to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company objects. Additionally, he/she must be self-directed, proactive and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors.
The candidate must possess in-depth functional knowledge of training with an experience of 5 years. He/she must have a minimum of 2 years of experience in delivering training to BPO. Candidate should know three product repair [Cable, Telephony and Internet]. He should be able to apply his training knowledge to check on the knowledge retention of the trainees. The candidate should be proficient with MS Excel, MS Word, MS Visio and MS PowerPoint. Candidate should possess excellent written and verbal communication skills. Candidate should possess excellent presentation and facilitation skills.
Process Trainer - Assistant Process Manager Responsibilities
1. Valuating effectiveness of training & development programs, formulating and reviewing training strategy and determining appropriate instructional methodologies and formats
2. Providing guidance and leadership to staff following specified program objectives
3. Mapping business requirements and coordinating with stakeholders in developing and implementing processes in line with the preset guidelines
4. Monitoring the overall functioning of processes and implementing adequate measures to maximize both internal and external customer satisfaction levels
5.Conducting risk scan as per internal checklist and identifying unnecessary procedures required to be removed ensuring uniformity in the process with a focus on achieving client and the organizational requirements
6. Driving change management of training collaterals and SOPs. Ensuring the readiness of documents for both internal and external audits
7. Handling new business transitions for eClerx. Ensuring closure of all KM related deliverables which includes the creation of SOP, creation of training plan, training content and assessments, creation of processes required to be followed, creation of project plan for effective knowledge transfer and ensuring smooth knowledge transfer from client to new hire batches
8. Designing growth maps [Continual training plan] for on-floor employees covering all designations up to the level of Senior Process Manager
9. Client engagement: Driving client calibrations and client projects. Effectively communicating the status of projects and activities to the client
10. Designing various processes to drive governance for various KM deliverables. This includes the creation of the audit mechanism and a schedule for internal and external audits. Review mechanism to review the observation identified from the audits conducted and create a plan of action to mitigate impact
11. Conduct TTT for the trainers and contribute in the overall development of the team
Minimum Qualifications
4+ years of experience, and should be a graduate or postgraduate in any specialization
To apply for the role, please mail your CV to Ha**********r@ec***x.com
eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the worlds leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of Indias leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.
eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilizing a blend of technology and domain knowledge that support our clients evolving needs. Our suite of offerings enhances the customer experience by providing digital care support, quality monitoring & insights, advanced analytics, automation, superior technical operations support, and consulting services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities transforming everyday touchpoints into a superior customer experience.
eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.
To apply for the role, please mail your CV to Ha**********r@ec***x.com
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations, Role Category: TrainingRole: TrainingEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: M.Pharma in Pharmacy, Any Postgraduate in Any SpecializationDoctorate: Doctorate Not RequiredContact Details:
Company: eClerx ServicesAddress: 1st Floor,,Sonawala Building,29 Bank Street,Mumbai, , , MUMBAI, Maharashtra, IndiaLocation(s): Mohali, Chandigarh
Keyskills: Process Training Process Management International BPO
eClerx Services
eClerx provides critical business operations services to more than 30+ global Fortune 500 clients, including many of the world’s leading financial services firms, online retail and distributors, interactive media and entertainment, high tech and industrial manufactur...
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