Senior Trainer
Job Code : HGS/131
Location: Bangalore, Chennai, Hyderabad, Indore, Mumbai, Mysore, Pune, Raipur
Roles and Responsibilities:
a. Customer related:
- Increasing the customer service skills of trainees in terms of enhancing telephone etiquette, communication and listening skills, etc…
- Enhance the comprehension skills of trainees for effective interaction with customers.
- Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
- Doing Training Need Analysis (TNA) and identify the gaps between the expected and current capability.
- Training the Executive on need based training (Existing and New Hire Resource)
- Barge in, Monitor calls made by associates on a regular basis to rectify performance gaps.
b. People related :
- Presentable with student management skills. Need to have strong training ability.
- One – on – One Feedback to the CRO / TSR / TSE.
- 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 in operations team.
- Handle all issues related to performance, behaviour, punctuality, attendance and attrition within training and OJT.
C. Process related :
- Conducting process training for new joiners and refresher training.
- 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 abreast with the latest product updates and deliver the training.
a. Customer related / b. Financial related / c. People related / d. Process related:
- Responsible for identifying gaps between the training program and production requirements. Recommending and implementing solutions, and delivering and evaluating client specific training to meet project goals.
- Designing training module and updating it as and when required
Desired Skills and Abilities:
- Passion to train
- Good intonation
- Good telephone etiquette
- Has the potential to gain trust and rapport building
- Active listening skills
- Efficient at problem solving
- Defusing anger
- Managing trainees expectations
- Business email etiquette
- Goal setting
Education & Experience:
- Diploma/Graduates
- 2 years as a Trainer in Telemarketing Process / 1 Year working as a Trainer for an Insurance Provider.