Urgent Openings For Trainer - Ghansoli & Vile Parle

• Implement the Training solutions designed for product, process, soft skills and behavioral training at the center
• Train 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 levels.
• Handhold, support and guide new joiners during training and on job training, to ensure low attrition, high knowledge levels and desirable productivity.
• Deliver functional and behavioral training programs as per the prescribed delivery plan, with high delivery standards and ensure Employee Training Coverage as per defined levels.
• Identify 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 levels.
• Conduct Training Need Analysis for the bottom Quartile agents and coach team members on PIP /BQ
• Engage 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 ratings
• Support the Curriculum team in Content Creation on Process and Product and maintain the version control document
• Prepare Training reports by collecting, analyzing and summarizing information and trends implementing corrective and preventive actions. Ensure availability of the required reports to each stakeholder
• Ensure the required support is available to the frontline resources in the absence of their team leads/ managers or otherwise.
• Create engagement programs focused on employee development and creating a culture of learning
• Manage and participate in projects involving communication initiatives, system or product enhancements, root cause analysis, and workflow redesign.

Qualifications:

Optimal qualification for success on the job is:

• Graduation from a recognized institute
• Exposure to BFSI and/or contact center services
• Experience in Outbound Sales preferred.
• Awareness of Product, Process training in the Financial Services Industry highly preferred
• Minimum 2 years of experience in a relevant role

Role Proficiencies:

For successful execution of the job, the candidate should possess the following:

Knowledge

• Retail Banking domain knowledge
• Understanding of Financial products, the environment, markets etc.
• Understanding of Outbound call center operations / virtual relationship management
• Familiarity with e-learning platforms and practices

Skills

• MS Office skills
• Excellent communication skills verbal and written communication
• Interpersonal skills
• Training Delivery Skills
• Planning, decision making and prioritization skills

Abilities

• Ability to work under pressure and/or in unstructured environment
• Dealing with complexity / Ambiguity