opening For the role of Training Executive
- Apartment
- 3 - 8 years
- Noida, Gurugram
- 9 months ago
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Job Description
Role
The Training Executive is responsible for designing, delivering, and evaluating training programs for contact center agents to enhance their skills, improve customer service, and meet business objectives. The role involves onboarding new hires, upskilling existing staff, and ensuring continuous learning to drive performance excellence.
Key Responsibilities:
1. Training Delivery & Facilitation
- Conduct engaging and interactive training sessions for new hire onboarding, product knowledge, customer service skills, and process training.
- Facilitate soft skills, communication, and behavioral training to enhance agent performance.
- Organize refresher training sessions based on performance gaps and business needs.
2. Training Design & Content Development
- Develop training materials, including manuals, presentations, e-learning modules, and assessments.
- Customize training content based on client requirements, customer feedback, and industry best practices.
- Keep training content updated with changes in processes, policies, and technology.
3. Performance Monitoring & Coaching
- Evaluate trainee performance through assessments, mock calls, and live call monitoring.
- Provide feedback, coaching, and mentoring to improve agent skills and confidence.
- Work closely with the quality assurance team to identify training needs based on agent performance analysis.
4. Training Evaluation & Continuous Improvement
- Measure training effectiveness through post-training assessments, feedback surveys, and key performance indicators (KPIs).
- Identify gaps and suggest improvements in training methodologies and materials.
- Collaborate with operations and quality teams to ensure alignment of training with business objectives.
5. Process & Compliance Adherence
- Ensure training programs comply with company policies, industry regulations, and client expectations.
- Maintain training records, reports, and documentation for audits and compliance checks.& responsibilities
Preferred candidate profile
Perks and benefits
Job Classification
Industry: Travel & TourismFunctional Area / Department: Teaching & Training, Role Category: Corporate TrainingRole: Process TrainerEmployement Type: FreshersContact Details:
Company: OYOLocation(s): Noida, Gurugram
Keyskills: training executive Training Process Training Customer Service Training Sales Training
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