Job Responsibilities: 1. Training Needs Analysis:
Ability to identify training needs accurately.
Ability to extend follow- up support on the floor to sustain learning and improve performance.
2. Curriculum and Course Design:
Demonstrates end to end understanding of course design methodologies.
3. Content Development: Demonstrates end to end understanding of content development and maintains appropriate methodology.
4. Course Delivery:
Possesses effective delivery/training techniques and methods.
5. Research Methodology:
Basic knowledge of research methodology and principles in order to carry out research ethically and effectively with guidance.
6. Partnering:
Ability to work closely with various functions and stakeholders
Ability to work closely with client teams effective cross-cultural communication
7. People Management:
Building and leading cross-cultural teams
Conflict management
8. Planning, Organizing and Administrative skills:
Admin: Attendance, Agent Evaluation, Training Feedback, Utilization Report,
Scheduling, CS Domain, Reports
Ability to schedule trainings while optimizing the resources available
Ensures training plan and delivery is executed in a timely manner
Able to increase efficiencies within processes and the team
Must have skills: 1. CS Domain:
Training experience in effective communication, customer service, and culture
2. Technology Functional Knowledge
Basic working knowledge of word, excel and PPT to complete reporting and documentation efficiently and effectively
3. High Impact Communication:
Excellent oral and written communication skills
Displays pleasant nature with a receptive attitude in order to reflect the true essence of Customer Service - Lead by Example
4. Analytical Ability:
Examines data from multiple sources and integrates the data and inputs to determine and resolve key issues
Arrives at multiple solutions /alternatives, keeping in mind the various stake holders
Profile Screening Criteria /Checks: 1. Screening according to skills defined above At least 3 years of training experience in soft skills and customer service.
Key Requirements: Graduate of any 4-year course. Experience in managing a team or being an individual contributor. At least 5 years total work experience with 3 years experience as a trainer in BPO/shared services industry. Excellent oral and written communication. Good problem-solving skills and ability to multitask. Amenable to work in shifting schedule in BGC. Amenable to work onsite.