Trainer/Sr. Trainer

Roles and Responsibilities:-

1. Design, Delivery & Execution

• Deliver Throughput as per the agreement on a continuous basis

• Deliver batch average AHT as per the agreement during OJT

• Lays special emphasis on DSATs, Errors, TCDs, CSAT, CQ parameters during the period of training and equip advisors of the sound knowledge on handling situations

• To create learning material for driving participant engagement.

• To liaise with partner and central support teams to source training material, best practices etc. for customization of learning modules as the case may be

• Assist in rollout of briefing/updates dissemination

• Maintain proper records and share proactively including of advisor performance

• Complete self-login hours of call taking and invest in self-development

• Maintain schedule of NHT & OJT

• Evaluate - Training Impact- (as applicable) in line with Kirkpatrick's model of Training Effectiveness

• Hosting updates and assessments on LMS/KMS and enrolling to the relevant target audience.

• Partner in ways that help achieve future targets of increased customer self-service, Cross-Sell, Up-Sell, Reduction in Escalations, Errors, and Complaint.

• 2. Vendor Training Co-ordination

• Market available training to employees and provide necessary information about sessions

• Design, prepare and order learning aids and materials

• Gather feedback from Vendor trainers and trainees after each training session

• Maintain updated curriculum database and training records

• Manage and maintain in-house training facilities and equipment

• Research and recommend new training methods, like gamification, quizzes etc.

• Co-ordinate training logistics with Vendor like venue booking, travel & accommodation booking etc.

• Maintain training records master tracker.

• 3. Vendor MIS & Dashboard

• Drive coverage and publish dashboards of learning to mapped stakeholder.

4.Content Development

• Translate complex business concepts into clear, concise and appealing content

• To liase with internal product SMEs, process SMEs to create content

• Rework on the existing content for updates.

• 5. Project Management & Deliverable

• Planning and successful initiation of the project

• End to end execution and meeting agreed SLA and deliverables

• Successful closure of project

1. 6.Other Responsibilities

• Support & partner with partner and central team on various project, research, report and requirement basis

• Partnering with other role holders in the team to support other business vertical needs and requirement

• Innovative approach with foresight to sense future trends in training