Location
Pune | India
Job description
JOB DESCRIPTION
| Job Title | : | Knowledge Anchor | Designation | : | A/SA |
| Program | : | Support | Process | : | CO_KM |
| Shift Details | : | Night Shit(Rotational) |
Detailed Job/ Role Description: - Would be responsible for conducting onboarding, refresher and continual training program for front line and managerial workforce
- Would be required to adhere to internal training and documentation processes
- Risk Mitigation
- Risk Evaluation by conducting periodic audits
- Process Documentation / Update [BPD, Checklist, Metadata, Training Docs, SOP]
- Change Management
- The candidate would be responsible training new hire employees and conduct refresher training for on-floor employees
- The candidate would be responsible for driving performance of employees falling under the vintage of 0-90 days post certification
- Monitor calls/chats on Communication, Soft Skills, Process and Compliance Parameters
- Provide Coaching & Feedback to enhance agent performance
- Participate in calibrations to ensure consistent scoring & feedback delivery approach
- 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
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Essential skill-set required: - Excellent communication skills (both verbal and written)
- Eye for detail
- Excellent facilitation skills
- Excellent execution skills
- Analytical Thinking and Problem Solving
- Knowledge of MS Excel, MS Word, MS PowerPoint and MS Visio
- Willing to take charge and initiative as per business requirements
- The candidate should be aware of various learning methodologies which would help the candidate in handling different types of learners
- Candidate should have knowledge about methodologies used for designing content
- Candidate should be aware of methodologies to check knowledge retention and evaluate overall training performance
- Candidate should have undergone and cleared one TTT mode
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Work experience required: The candidate should possess minimum of 2 years of experience in the same field |
| Formal Qualifications: |
| Basic | - Graduate or above
- Basic knowledge of computer
- Working knowledge of Excel, Word and PowerPoint
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ABOUT THE TEAM
eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.
eClerx Digital is the trusted partner of choice to the world's largest global brands for creative production, eCommerce/web operations, and analytics & insight services. We improve profitability for their digital businesses. Using the Follow the Sun delivery model, our team of 3,000+ full-time digital delivery employees - at our five productions hubs in Mumbai, Pune, Chandigarh, Verona, and Phuket - applies deep digital expertise to support the most demanding global clients effectively. eClerx Digital's innovative delivery model drives the 'metrics that matter' for our clients: improved acquisition, conversion and retention, and overall lifetime value of your customer 24/7/365.
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