Universal Trainer Tech Process
- 24/7 Customer
- 2 - 7 years
- Hyderabad
- 4 years ago
- Email to a friend
- Report this job
Job Description
JOB DESCRIPTION
Role:Universal Trainer Tech Process
Department:Learning & Development
Stream:Applicable to KSP (L&D) only
Reports to:Manager
Reportees:No reportees / Could be responsible for relief trainers if any
Statement of purpose
You will play an important role in delivering impactful training to new hire employees, with the goal of enhancing their product skills, customer centricity, knowledge, competencies and understanding of business imperatives. You will also be involved in planning training sessions and logistics, along with designing and creating training content that caters to various business requirements. You might also be required to act in the capacity of a subject matter expert and deliver on floor training across levels.Summary of essential job functions
- To train on the product/process, communication and soft skill modules, to get multi skilled on the different modules
- Content creation and designing/ redesigning of modules and training curriculums
- Ensure right candidate is selected through voice/non training assessment process
- Client management as an SME from 247.ai should be able to handle client conversations on the product related concepts independently
- Perform Training Needs Analysis
Minimum requirements (Education Qualification & Work Experience)
- Bachelors degree (BSc is preferred)
- Should have training / work experience in the call center industry
- Should have trained for core technical processes (minimum 1 year of experience)
- Knowledge of current technologies across the spectrum of OEMs, Operating Systems and other Hardware and Software
- Excellent communication and cognitive abilities
Competency Requirements: [Technical & Behavioral]
- Must be adept in MS Office (Excel, PowerPoint and Word)
- Understanding of various training and facilitation methodologies and techniques (certifications will be an added advantage)
- Communicate effectively & assertively /able to manage self and immediate clients (agents/operations/clients/supervisor)
- Ability to thrive in a challenging, dynamic and fast-paced environment
- Able to multitask, prioritize, and manage time efficiently
Job Responsibilities
- Handle scalability interventions by ensuring the right quality of agents are being hired
- Conduct induction as required
- Ensure the new agents come up the learning curve and are equipped with the skill sets required by training
- Coach the agents on process/ communication and equip them with the skills to handle live calls/ chats on the Operations floor to ensure they meet the metric targets
- On the floor monitoring and coaching
- Conduct assessments and refresher/reset skill training for agents from the Operations floor
- Customize learning materials and training methodologies appropriate for various proficiency levels
- Publish insightful reports and dashboards that highlight training effectiveness, quality of service, trainee competencies, skill deficiencies, etc
- Support the team, stakeholders and external clients / customers in achieving the organizational and business goals
Performance Measures [Metrics for evaluating Job Holders]
- Pass % and Throughput %
- Attrition %
- No. of modules calibrated (multi / cross skilled)
- PPMG
Share the update resume to sa*****v@***.ai
Job Classification
Industry: Education / TrainingFunctional Area: Teaching & Training, Role Category: Corporate TrainingRole: Corporate TrainingEmployement Type: FreshersEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateContact Details:
Company: 24/7 CustomerAddress: Prestige Tech Park,ground to 12th floor,Platina II, ,outer ring road,Kadubeesanahalli village varthur, hobli, BANGALORE, Karnataka, IndiaLocation(s): Hyderabad
Keyskills: Accent Training voice coach communication coach technical trainer universal trainer
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