About Axis Virtual Centre
Axis Virtual Centre engages with the Axis Bank customers and prospects, virtually, through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide ficial solutions via crossell and upsell The Axis Virtual Centre supports the respective Line of Business to achieve and exceed dial targets through effective use of communication skills and envisages to provide a differential customer experienceTraining role requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships; partnering with all stakeholders for execution of the training strategy at the centers This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever-changing environment The Trainer needs to enhance the competencies of individual employees by designing and conducting training programs that will enhance productivityImplement the Training solutions designed for product, process, soft skills and behavioral training at the centerTrain the new recruits on product and process/soft skills/voice and accent, conduct certifications within the defined time frame and ensuring the throughput meets the desired levelsHandhold, support and guide new joiners during training and on job training, to ensure low attrition, high knowledge levels and desirable productivityDeliver functional and behavioral training programs as per the prescribed delivery plan, with high delivery standards and ensure Employee Training Coverage as per defined levelsIdentify training needs across all lines of business in collaboration with the Quality Assurance team and conduct refreshers and other interventions to improve productivity, accuracy scores and knowledge levelsConduct Training Need Analysis for the bottom Quartile agents and coach team members on PIP /BQEngage stakeholders through calendarized meetings and other forums to discuss training needs and arrive at action plans to improve knowledge levels, customer engagement skills to improve overall productivity, quality scores and customer experience ratingsSupport the Curriculum team in Content Creation on Process and Product and maintain the version control documentPrepare Training reports by collecting, analyzing and summarizing information and trends implementing corrective and preventive actions Ensure availability of the required reports to each stakeholderEnsure the required support is available to the frontline resources in the absence of their team leads/ managers or otherwiseCreate engagement programs focused on employee development and creating a culture of learningManage and participate in projects involving communication initiatives, system or product enhancements, root cause analysis, and workflow redesignQualificationsGraduation from a recognized instituteExposure to BFSI and/or contact center servicesExperience in Outbound Sales preferredAwareness of Product, Process training in the Ficial Services Industry highly preferredMinimum 2 years of experience in a relevant roleRole ProficienciesKnowledgeRetail Banking domain knowledgeUnderstanding of Ficial products, the environment, markets etcUnderstanding of Outbound call center operations / virtual relationship managementFamiliarity with e-learning platforms and practicesSkillsMS Office skillsExcellent communication skills verbal and written communicationInterpersonal skillsTraining Delivery SkillsPlanning, decision making and prioritization skillsAbilitiesAbility to work under pressure and/or in unstructured environmentDealing with complexity / Ambiguity
