Process Trainer

Location: Bengaluru

Responsibilities:

- To train & coach new recruits on the floor, to design and deliver training programs specializing in current process and new process(s) as per the business requirement.
- To be cross skilled in other LOBs of the business as per requirements
- To support the business by maintaining suggested/ required login hours
- To deliver New Hire Training to the new employees following company/client training Manuals
- To gauge the post training performance of agents trained for 0-90 days period.
- To be responsible for Process Training Yield
- To evaluate and provide feedback to the training manager on amendments to the training material.
- To analyze the training needs, design and deliver appropriate programs and evaluate their success.
- Trainers to regularly practice process to stay updated and ensure they are calibrated internally with other trainers and externally with clients.
- To provide feedback to consultants on the quality of their work in line with Company policies and procedures
- To seek feedback proactively, from all staff, from all departments

Critical

Competencies:

- Solves Problem
- Communicates Effectively
- Demonstrates Collaboration
- Maintains Composure

Skills and

Qualifications:

- Experience:

Minimum 3-5 years BPO experience in account management, preferably in E-Commerce industry and/or relevant business functions, including a minimum of 1 year experience as a trainer.
- Graduate from a recognized university

- Skills:

Advanced leadership, strategic thinking, strong analytical skills and presentation skills.
- Excel Proficiency:
Advanced knowledge of Excel for data analysis and reporting
- Knowledge:
In-depth understanding of account management processes and tools. Deep understanding of E-Commerce industry and/or relevant function is a must.