Hyd - BPO - Trainer (Banking Inbound Process)
Location
Secunderabad | India
Job description
Profile: Trainer (Banking Inbound Process)
Sector: BPO
Location: Pocharam, Hyderabad (Work from Office only)
Transportation: 2-way Cab Pickup Drop Facility
Experience: Min. 1 yr. on paper experience as Trainer
Education: Graduation (any stream)
Salary: Up to 4.5 lacs CTC + Incentives
Shift Details: Rotational Shifts; 6 days working, 1 Rotational Week Off
Description - Administering Employee Training Programs; Evaluating Training Programs Effectiveness
- Conduct classroom training / team huddles basis the call monitoring sessions
- Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance
- Establishes guidelines so employees understand expectations and parameters. Develops specific training to improve service performance
- Would be responsible for Training Throughput - Percentage of people hitting the floor after meeting the effectiveness criteria
- Would be responsible for Training Effectiveness (0- 30 days performance) -measured by the percentage of trainees achieving the Quality/CSAT/Productivity. Track associate's performance after training to ensure effectiveness of training
- Monthly Product Knowledge Assessment on floor
- Coordination for refresher training bases TNI's; Refresher training with efficacy mapping
- Participate in calibration session within the team and with Quality / Operations when required
- Provide feedback to associates on positives, areas of opportunity and other observations based on audits
- Developing action plans and report out the improvement process in the weekly/monthly business reviews
- Analyse the Audit data, Survey data, prepare & implement action plans
- Providing inputs to operations on individual capability for better team capability management
- Generating reports on Daily, Weekly & Monthly basis
- Analyse the coaching/training needs of the associates and support them in delivery
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