Lead - Training

• As a Lead trainer, he/she would be to develop and update training programs that cover product knowledge, customer service skills
• Conduct comprehensive training for new support team members
• Provide constructive feedback and coaching to agents to improve their performance, soft skills, and customer interaction techniques
• Collaborate with other trainers, subject matter experts, managers, and stakeholders to ensure training programs are effective and meet organizational needs

Responsibilities

• Conduct new hire training programs for call centre representatives.
• Develop onboarding plan for new hires. Follow up with new hires after completion of training to ensure they continue to improve their skills.
• Conduct process knowledge tests and constantly assess their knowledge.
• Have strong engagement with trainees and manage attrition during the training and OJT period
• Facilitate certification process and ensure smooth handover to operations
• Hand hold newly trained executives during the OJT program and ensure smooth movement of executives on to the production floor
• Participate actively in developing training materials and constantly look for opportunities to enhance training content.
• Collaborate with customer service supervisors quality team to identify training needs and conduct refresher training.
• Coach and mentor customer support agents to support their professional development and career growth.
• Certification in call center training or related areas is a plus
• Identify opportunities for process improvements and provide recommendations to optimize call centre operations.
• Develop training content including presentations, manuals, SOP learning materials
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Skills

• Proficient with Microsoft Office (PowerPoint, Word, Excel)
• Should have experience in soft skills training
• Should have experience in managing leading training related projects
• Ability to conduct

  know our business

  sessions to other departments within the organization to create the visibility and to share the areas of opportunities in the business
• Excellent communication and interpersonal skills
• Good Analytical / Data Handling / data interpretation

Education Qualification

• Graduate from a reputed university
• 5+ years of training experience in BPO industry
• Should be from banking or financial domain

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