Role:

The role of a trainer is to develop a competency and skill sets in an individual to perform his/her effectively and efficiently in the work place. The trainer should communicate to the trainees about what is expected out of training in a simple and professional way.

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Roles and Responsibilities

• On boarding the new hire staff to the customer service role. This includes structured and intensive new hire training and the topics covered would be around product, process, culture, cadence and so on. 30% of the time is spent in mock calls, scenario based discussions and feedback sessions.
• Prepare training materials such as outlines, text, and handouts and present information, using a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, videos, and lectures as well as develop alternative training methods if expected improvements are not seen.
• Develop, Tweak and Maintain training procedure manuals, training content and guides, and course materials.
• Contribute to the hiring process by analyzing the trainees on Voice & Accent/ Soft Skills areas and share feedback/improvement areas with Hiring team.
• Should strive for maximum End to End (E2E - preprocess+process+OJT) throughput of 85%. This includes invol attritions and any performance failures.
• Collate the training results and documentation of the same to present to the senior management weekly/monthly.
• Assessing employee skill levels. Identifying training needs. Develop and execute domain and Non Domain training delivery under specified timelines.
• Making sure training goals align with account/client objectives.
• Tailor specific training programs to employee growth and retainment, career path assistance, etc.
• Be the point of contact to maintain all the process changes, process documents and later train the teams on any changes.
• Participate and contribute in client calls (ABR's, MBR's & QBR's), management meetings and department meetings
• Support and monitor day-to-day work processes and meet production and Service Level Agreements (SLA) related to Training
• Drive central initiatives of Training function
• Administrative work management, Classroom Observations (COF), etc
• Manage stakeholders and spearhead projects/initiatives with the help of the team
• Ensure periodic reporting and dashboards on performance, including reports defined by the client as per defined timelines
• Develop and drive Knowledge Management and Control mechanisms around training & should possess good knowledge of Learning Management System (LMS)
• Collaborate effectively with Operations and all stakeholders to drive business goals
• Plan and execute Leadership and Behavioral developmental programs in collaboration with the Training and L&D team
• Ensure process compliance with applicable Quality Standards and Client specific processes
• Ensure compliance with documented policies and procedures
• Manage attendance & shift incentive for the team. Managing periodic shift level projects / initiatives & responsible for the administrative aspects of the group / shift
• Keep oneself and ensures ones batch/team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems (ISMS)
• Ensure that all company information which includes customer information are kept confidential and secured