Work from Office
Full Time
Program : Support
Process : CO_KM
Shift Details : Night Shit(Rotational)
Detailed Job/ Role Description:
Would be responsible for conducting onboarding, 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 analyzing audit data, compliance reports, communication & Process related data points
Essential skill-set required:
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
Work experience required:
The candidate should possess minimum of 2 years of experience in the same fieldFormal Qualifications: Basic
Graduate or above
Basic knowledge of computer
Working knowledge of Excel, Word and PowerPoint
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