Associate Training Manager

Job Description:

Responsibilities

• Conducting new hire training
• Create soft skills content for new hires and existing agents
• Collecting process and communication TNI (Training Need Identification) and conducting refreshers
• Gauge efficacy of all training; throughput, learning curve reduction, post training efficacy scores, etc.
• Conduct refreshers basis CSAT and NPS
• Coordinating with product/ projects team and ensure smooth dissemination of new launches
• Coordinate with operations, WFM, controls, compliance and quality team
• Ability to learn and unlearn new products, process, tools, etc.
• Should be subject matter expert in LOB aligned
• Should have excellent verbal and written communication skills
• This role will have dual responsibility. They will have blended role between process and soft skills trainer.
• They will be conducting end to end training, supporting agent from new hire, on job training and on floor training on updates, changes and refreshers. They will also conduct soft skills interventions on Voice, Emails and Chat processes

Qualifications & Experience

• Graduate - Any
• Post Graduate - Any          
• Minimum 5 Years in training.