Arch Recruiters jobs - Process Trainer

Routine Activities : Job Summary :

JOB DESCRIPTION :

• Designation :Process Trainer
• Experience  :3 Years
• Vacancy : 1
• Position : Process Trainer
• Salary :5.5 LPA
• Joining : Immediately
• Job Location :Mohali
• Working Days:6 Days Working.
• Week Off s: Rotational Week Off.

Job Description :

Urgent Requirement for Process Trainer

• Works to maintain the best paid to billable hours. 
• Understands how to creatively position up-training to meet non-billable training requirements also maintains classroom costs and keep controllable costs to a minimum within the training department(s).

Performance :

• Has to undergo Client certification program
• Works with the Operations Manager, Operations Supervisor, Business Communications Specialist and HR, to provide floor support / coaching to meet the clients deliverables i.e. quality, customer satisfaction and performance objectives.
• Takes ownership of training/projects assigned, including coordination of supplies, equipment and training materials. Takes a leadership role from conception to completion.
• Reviews and analyzes clients training materials and recommends necessary changes to provide increased effectiveness. Works with client to incorporate the changes. Instrumental in testing systems, and continually updating training materials as new products are added. 
• Designs, administers, and analyzes training evaluations to assess effectiveness of programs and makes adjusts as needed
• Id creation for the batch
• Provides training that prepares CSRs to meet their Quality Assurance Scores and Customer Satisfaction Index ratings which in turn impacts customer retention and growth 
• Consistently demonstrates ability to meet and exceed client metrics in their personal performance. For example: taking monthly calls and meeting qualitys expectations, attending internal and client calibrations, etc.
• Closely work with quality team and ops for regular refreshers Topic specific

People :

• Ensures Intelenets policies and procedures are administered honestly, consistently, and with sound judgment
• Determines training needs for client-based programs by working with Training Support Services, Operations and Client to analyze the training needed to meet the project requirements. Delivers training to meet the client standards
• Assists Human Resources in delivering the new hire programs. Develops and delivers up-training to meet the site requirements
• Coaches and counsels agents as necessary to ensure their success in the CMC. 
• Performs supervisor duties within the classroom, acting as the students supervisor while in class. This would include maintaining performance and attendance records, making recommendations for post class tutoring, rotations into Nesting/Academy Bay, and up to and including recommendations for termination.
• Share daily attendance with topics covered
• This person may act as floor/operations supervisor for periods of time, depending on the needs of the site. They would be fully accountable for the teams performance including coaching and counseling.
• Share the feedback w.r.t each trainee on their skills voice/non-voice expertise

Competency Framework for Trainer
Planning

• Demonstrates clear planning skills. Translates business objectives into functional activities. Sets goals and processes and organizes resources to ensure that the desired results are met

Analytical Thinking

• Makes constructive use of the information at his/her disposal. Is sensitive to the business environment and evaluates Intelenets possibilities in terms of products/ processes/ services/ systems.

Decision-Making 

• Proactively seeks and accurately evaluates the available data. Anticipates outcomes and implications. 
• Chooses the optimal solutions from all those available and implements the necessary actions in a timely manner.

Customer Focus

• Is highly customer-oriented. Makes serious efforts at understanding client needs and ensures customer expectations are met in every interaction.

People Management

• Manages associates aspirations and facilitates associates development by effective interventions. Ensures key performance measures are met.

Communication 
Produces clear and effective documentation and communication. Is able to make accurate interpretations of complex material.
Team Leading

• Is an effective team player and team leader. Guides and supports the efforts of team members towards the achievement of the team objectives. 
• Is proactive in avoiding or resolving conflicts.
• Quality and Improvement orientation
• Is proactive in ensuring that learning is shared and that quality and other key matrices are improved upon.

Resilience 

• Maintains effective work behavior in the face of pressure and setbacks. Successfully adapts to changing demands and conditions.

EXPERIENCE:

• Overall of 3 years experience in a customer service environment or related position.
• At least 6 months to 1 year experience as Trainer or similar role required.
• Technical instructor in an Instructor-led classroom environment experience is required.
• Supervisory experience preferred, preferably in a call center environment.

Qualifications: 

• Graduate/ Under Graduate from any recognized university
• NOTE :Candidates with Valid Passport Can Apply.