Walk-in Drive for Process Trainer @ Bertelsmann Marketing

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Walk-in Drive for Process Trainer

Bertelsmann Marketing
3 - 5 yrs
Noida, Gurugram
5 years ago
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Desired Candidate Profile

ROLES AND RESPONSIBILITIES:

Manage and enhance performance of a team of customer service agents
Develop program specific and related training curriculum and modules for Product and Soft Skills and deliver training to new hires or existing staff to address their training needs identified
Responsible for data analysis related to weekly/monthly client calls
Prepare job aid documents whenever needed and ensure timely updation of SOPs
Provide weekly feedback on progress of the new hires to the Quality and Training and Ops Manager
Work closely with the supervisors and the quality team to determine the training needs
Create tests and procedures to measure success of the trainings imparted
Understand operational [Ops and Quality] KPIs and align the training deliver accordingly
Monitor and coach new agents during OJT (On Job Training) along with the tenure agents of the program
Conduct Deep Dive Analysis of customer metric performance and develop/execute a plan to improve individual and process level performance
Provide verbal/written feedback to agents and track their performance during the training period
During off training periods, achieve the minimum productivity target on a weekly basis to stay in touch with the product
Assist the agents by taking over escalated chat interactions wherever necessary
Coordinate and build strong relationships amongst the team members, manage teams and become a successful interface between the program and internal/external customers and/or company
Participate in all the frontline activities to maintain/enhance product knowledge.

Interested candidates can send their resume at ka**********a@ma****l.biz

OR

WALK-IN directly at -

Address : Majorel India, Plot No.-444, Udyog Vihar Phase-5, Gurgaon
Timings : 10 am to 4 pm

Contact Person : Kanika Sharma

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Your name (*)

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Preferred City (* max. 2 w/comma)

Designation / Expected Role

Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

Create password

I agree with website service terms and conditions

Bertelsmann Marketing

Bertelsmann Marketing Services India Pvt. Ltd. Bertelsmann Marketing Services India Pvt. Ltd.

Walk-in Drive for Process Trainer @ Bertelsmann Marketing

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