Job Description

Enhance existing operations by implementing effective recruitment and training programs for call center staff. Ensure candidate selection aligns with stipulated job descriptions and stays within the overall budget. Design and develop training modules based on identified needs. Lead the delivery of soft skills and behavioral training programs in accordance with organizational requirements. Develop and finalize monthly, quarterly, and annual training calendars based on business needs, performance management insights, and other relevant sources. Evaluate training effectiveness using appropriate methodologies and implement corrective measures as needed. Drive internal communication related to employee training and development. Assess the impact of training programs and maintain a comprehensive database of training records. Identify internal and external trainers, monitor their effectiveness, and ensure high-quality training delivery. Conduct training programs to meet the requirements of EFS and other industry guidelines. Create and maintain a database of internal trainers across various units. Collaborate with the QA team to review call audits, identify performance gaps, and integrate insights into training modules to improve call quality and compliance. Design and conduct refresher training, upskilling programs, and process update sessions to enhance the performance of existing employees and ensure alignment with evolving business needs. Actively monitor live and recorded calls, provide real-time feedback, and conduct one-on-one coaching sessions to improve soft skills, call resolution techniques, and overall service quality. Analyze agent performance data, identify skill gaps, and refine training methodologies to ensure continuous improvement in service delivery and employee engagement. Partner with Operations, Quality, and HR teams to align training initiatives with business objectives, ensuring training content evolves with company policies, customer expectations, and industry trends. Job specifications: Must have at least two years of experience in a voice-based call center. Must possess strong verbal and written communication skills in Tamil and English. Should be proficient in public speaking. Must have the ability to engage trainees in discussions during educational sessions. Should demonstrate excellent interpersonal skills. Must be an effective multi-tasker. Should be proficient in Microsoft Office including PowerPoint, for creating training materials and presentations. Must have excellent reading comprehension skills and be an active listener. Should possess strong critical thinking and analytical skills. Must have good problem-solving and decision-making skills, along with the ability to exercise sound judgment.