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Associate Process Manager - Process Trainer @ eClerx Services

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 Associate Process Manager - Process Trainer

Job Description

Designation - Associate Process Manager

Location - Pune and Chandigarh

Shift Timings - 5.30 PM to 2.30 AM (US Shift)

Basic Requirements :

  • Excellent communication skills (both verbal and written)
  • Eye for detail
  • Excellent facilitation skills
  • Excellent execution skills
  • Analytical Thinking and Problem Solving
  • Knowledge of MS Excel, MS Word, MS PowerPoint and MS Visio
  • Willing to take charge and initiative as per business requirements
  • The candidate should be aware of various learning methodologies which would help the candidate in handling different types of learners
  • Candidate should have knowledge about methodologies used for designing content
  • Candidate should be aware of methodologies to check knowledge retention and evaluate overall training performance
  • Candidate should have undergone and cleared one TTT mode
  • People Management Skills required

Job Description :

  • Would be responsible for conducting on-boarding, refresher and continual training program for front line and managerial workforce
  • Would be required to adhere to internal training and documentation processes
  • Risk Mitigation
  • Risk Evaluation by conducting periodic audits
  • Process Documentation / Update [BPD, Checklist, Metadata, Training Docs, SOP]
  • Change Management
  • The candidate would be responsible training new hire employees and conduct refresher training for on-floor employees
  • The candidate would be responsible for driving performance of employees falling under the vintage of 0-90 days post certification
  • Monitor calls/chats on Communication, Soft Skills, Process and Compliance Parameters
  • Provide Coaching & Feedback to enhance agent performance
  • Participate in calibrations to ensure consistent scoring & feedback delivery approach
  • Keep the reps updated on new process changes/updates, improvement initiatives
  • Prepare and implement the action plans post analysing audit data, compliance reports, communication & Process related data points
Interested candidates - Pls mail your resume on ek********a@ec***x.com (Pls mention the location preference in the subject line)

Job Classification

Industry: BPO, Call Centre, ITeS
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Training
Role: Training
Employement Type: Freshers

Education

Under Graduation: Any Graduate in Any Specialization
Post Graduation: Post Graduation Not Required, Any Postgraduate in Any Specialization
Doctorate: Doctorate Not Required, Any Doctorate in Any Specialization

Contact Details:

Company: eClerx Services Ltd.
Location(s): Pune

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₹ 1,00,000 - 6,00,000 P.A

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...