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Process Trainer - MNC - Mumbai

1.00 to 6.00 Years   Pune, Satara, Mumbai City   25 Nov, 2021
Job LocationPune, Satara, Mumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaTraining & Development
EmploymentTypeFull-time

Job Description

Urgent Opening for MNC Company with 1800+ Employees serving from last 20 Years.Role: Process TrainerExperience: 1+ yearLocation: MumbaiRoles and Responsibilities:

  • Designs, Develops and Delivers Soft Skills and Process Training programs to the customer service associates.
  • Barges in, monitors and jacks calls made by associates on a regular basis to identify and rectify performance gaps.
  • Conducts ongoing assessment of employee training requirements by running TNI workshops.
  • Gives one on one feedback to the CSAs / TLs based on the research done through call barging, jacking and monitoring.
  • Co-ordinates all logistics related to program delivery.
  • Monitors 30-50 calls a day, give feedback for 3 hours per day and make relevant reports. This should be the average during a week.
  • Prepares and circulates weekly reports on gaps identified during call barging, and jacking, and steps taken to close such gaps.
  • Maintains records of training activities, monitors the effectiveness of training programs and follows up on pre and post training evaluations.
  • Conducts refresher process training programs, as and when there is a change in process (1- 6 months).
  • Tracks and measures the effectiveness of training.
Share CV on ********** / ******@peshr.com Urgent Opening for MNC Company with 1800+ Employees serving from last 20 Years.Role: Process TrainerExperience: 1+ yearLocation: MumbaiRoles and Responsibilities:
  • Designs, Develops and Delivers Soft Skills and Process Training programs to the customer service associates.
  • Barges in, monitors and jacks calls made by associates on a regular basis to identify and rectify performance gaps.
  • Conducts ongoing assessment of employee training requirements by running TNI workshops.
  • Gives one on one feedback to the CSAs / TLs based on the research done through call barging, jacking and monitoring.
  • Co-ordinates all logistics related to program delivery.
  • Monitors 30-50 calls a day, give feedback for 3 hours per day and make relevant reports. This should be the average during a week.
  • Prepares and circulates weekly reports on gaps identified during call barging, and jacking, and steps taken to close such gaps.
  • Maintains records of training activities, monitors the effectiveness of training programs and follows up on pre and post training evaluations.
  • Conducts refresher process training programs, as and when there is a change in process (1- 6 months).
  • Tracks and measures the effectiveness of training.
Share CV on 7304914587 / arpita@peshr.com

Keyskills :
employee trainingcustomer servicerecordsresearchtrainingtraining programstraining needs analysissoft skillsvoice processperformancetraining analysissales trainingpersonality developmentprocess trainingcustomer relationsvoice process trainer

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