LeapLadder LLP
Location
Navi Mumbai | India
Job description
Location : Airoli, Navi Mumbai Shift : Flexible with US shift (24*7 shift)
Detailed Job/ Role Description: 1. Would be responsible for conducting onboarding, refresher and continual training program for front line and managerial workforce 2. Would be required to adhere to internal training and documentation processes 3. Risk Mitigation a. Risk Evaluation by conducting periodic audits b. Process Documentation / Update [BPD, Checklist, Metadata, Training Docs, SOP] c. Change Management 4. The candidate would be responsible training new hire employees and conduct refresher training for on- floor employees 5. The candidate would be responsible for driving performance of employees falling under the vintage of 0-90 days post certification 6. Monitor calls/chats on Communication, Soft Skills, Process and Compliance Parameters and Provide Coaching & Feedback to enhance agent performance 7. Participate in calibrations to ensure consistent scoring & feedback delivery approach 8. Keep the reps updated on new process changes/updates, improvement initiatives Prepare and implement the action plans post analyzing audit data, compliance reports, communication & Process related data points 9. Evaluating effectiveness of training & development programs, formulating and reviewing training strategy and determining appropriate instructional methodologies and formats 10. Providing guidance and leadership to staff in accordance with specified program objectives 11. Monitoring the overall functioning of processes and implementing adequate measures to maximize both internal and external customer satisfaction levels Essential skill-set required: 1. Excellent communication skills (both verbal and written) 2. Analytical Thinking and Problem Solving 3. Knowledge of MS Excel, MS Word, MS PowerPoint and MS Visio 4. Willing to take charge and initiative as per business requirements 5. The candidate should be aware of various learning methodologies which would help the candidate in handling different types of learners 6. Candidate should have knowledge about methodologies used for designing content 7.Candidate should be aware of methodologies to check knowledge retention and evaluate overall training performance Minimum Qualifications: 1. The candidate should have minimum of 3 years of work experience in training 2. GraduationJob tags
Salary
