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 telephone etiquette
Has the potential to gain trust and rapport building
Active listening skills
Efficient at problem solving
Managing trainees expectations
Business email etiquette
Education & Experience:
2 years as a Trainer in Telemarketing Process / 1 Year working as a Trainer for an Insurance Provider.
HGS is a global leader in business process management (BPM) and optimising customer experience. Having been in the business for more than four decades, our operations serve more than 900 of the world’s top brands in nine verticals spread across seven geographies.
A part of the multi-billion dollar conglomerate Hinduja Group, HGS is a global leader in business process management (BPM) and optimising the customer experience lifecycle. We are committed to our mission of enabling our clients to become more competitive every day. Our expertise lies in combining technology-powered services in automation, analytics, and digital with domain expertise focusing on Back-Office processing, Contact Centres and HRO solutions to deliver transformational impact to our clients.
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