Description:
Role & Responsibilities
- Be responsible for the rollout of effective training programs for all Customer Care functions & Customer Touch Points about soft skills, product knowledge, etc.
- Be responsible for assisting in identifying training needs, developing new modules, compiling feedback, and Contact Center Agents onboarding.
How Can You Express Your Talent:
- Roll out New Induction training programs for Call Center Batches and all associated tasks, i.e. login creations, e-mail creation, attendance management, quiz scheduling, Mobile Connection Issuance, etc.
- Based on Identified training needs, design, develop and roll out trainings/ refreshers on Customer Services Skills/ Soft Skills/ Product Knowledge/ Standard Operating Procedures to Customer Care department functions and Customer Touch Points.
- Identifying training and development needs within the Customer Care department and Customer Touch Points through Service Quality Scorecards and regular consultation with different functional line managers.
- Ensure that all training facilities in the region are fully functional in terms of projectors, flip charts, lighting, air-conditioning, etc. through effective liaison with Information Technology/ Admin teams.
- Facilitating learning interventions/ meetings being conducted by other departments/ Functions in Customer Care Training rooms.
- Proactively update & revisit existing training programs/refresher content as and when required.
- Making new questions, validating existing questions and validating concerns raised during knowledge management quiz activity.
- Self-Development in terms of individual learning plans and keeping oneself updated on new advancements in training & Development area.
- Ensure proper behavior/ discipline/ grooming/ punctuality and ensure adherence & compliance to company policies, procedures & “Code of Conduct”.
Eligibility Criteria:
- Preferably a bachelor’s degree from a reputable university.
- Train The Trainer Certification will be preferred.
Competencies:
- Presentation & Communication Skills
- Leadership Skills & People Management Skills
- Analytical & Decision Making Skills
- Coaching & Mentoring Skills