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Location

Secunderabad | India

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Job description

Candidate should exp as Process Trainer in BPO(Inbound/Outbound)

Hands on exp to conduct NHT and OJT.

Sal up to 4.5 LPA

Roles And Responsibilities

• 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 associates 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
• Analyze 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
• Analyze the coaching/training needs of the associates and support them in delivery

Desired Candidate Profile

• Should possess experience in to Voice process
• Excellent Communication skills
• Good command over spoken and written English
• Any Graduate

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Job tags

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Salary