Process Trainer
- Hinduja Global
- 1 to 3 Yrs
- Pune
- 4 years ago
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Job Description
Position Summary
Training Delivery
- Facilitates engaging training initiatives to ensure talent meets or exceeds key performance targets
- Prepares for training delivery and delivers various learning methodologies to ensure effective and consistent delivery.
- Varies delivery style to fit the audience and builds learner engagement and motivation through adult learning principles.
- Manages the learning environment and provides constructive feedback to training participants while ensuring learning outcomes are met.
- Participate in the design, creation and development of training solutions to meet business needs.
Training Acumen
- The Trainer will work with local and global peers to determine and create training and development best practices related to changes in the training industry.
Training Evaluation
- The Trainer will monitor the impact of learning solutions to ensure their effectiveness within new hire and post new hire training.
- The Trainer will gather data to identify the impact of learning and performance solutions and leverage data to provide recommendations for improvements.
- Using tracking and data collection tools, the Trainer will analyze and track associate performance 30/60/90 days out of new hire training to ensure performance expectations are met.
Roles and Responsibilities
- Presentable with participant management skills. Need to have good presentation skills along with knowledge in adult learning principles (Preferably TTT certified)
- Conducting communication, process, sales, essential skills training for new joiners and refresher trainings / Coaching.
- To ensure the trainee come up the learning curve and are equipped with the skill sets required to handle live calls
- Handhold the trainees during OJT phase to ensure their smooth transition into production environment
- Handle all issues related to performance, behavior, punctuality, attendance and attrition within training and OJT phases
- Conduct Job Knowledge Quiz for trainees and certified agents.
- Adherence to training processes, training schedule, training timelines and accuracy of training material defined internally as well as by the client
- Ensure higher training success rate (% of agents successfully trained and certified as per internal as well as client parameters)
- To be updated with the latest product updates and manage content ensuring implementation of updates on the floor. Followed by dip checks on implementation %
- Responsible for identifying gaps between the training program and production requirements and prepare refresher content and deliver the same
- Designing training module and updating it as and when required Increasing the customer service skills of trainees in terms of enhancing telephone etiquette, communication, listening skills, selling skills or any other essential skill.
- Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every interaction.
- Doing Training Need Analysis (TNA) and identify the gaps between the expected and current capabilities
Language:
- English, Hindi Tamil and Kannada
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Technical / Process Training
Functional Area: Not Applicable
Role/Responsibilies: Process Trainer
Contact Details:
Company Name: Hinduja GlobalLocation(s): Pune
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₹ 3.0 - 3.5 Lakh/Yr
Hinduja Global
Hinduja Global Solutions Limited Hinduja Global Solutions Limited Hinduja Global Solutions (HGS), part of the multi-billion dollar conglomerate Hinduja Group, has been offering Business Process Management (BPM) solutions for more than four decades. A leader in customer experience management, HG...
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