EXECUTIVE TRAINER

WORK BRIEF:

This role requires skills for developing talents and bringing them up the learning curve

to best potential to meet the minimum standards of our US Media Account. This role

would need to be knowledgeable about adult learning principles/techniques and hands

on to handle client specific training, modules, refreshers with swift content delivery in

mind for the learners.

CORE RESPONSIBILITIES

 Train new hires or existing employees in a classroom based set-up on Contact

center work and basics for a US Media Account.

 Conduct multiple trainings for new hires and manage nesting/on-the-job-training

along with the certification process and collaboration with operations.

 Maintain the training effectiveness above the required threshold by holding

a strong governance process in training.

 Ability to read through various standard operating procedures and communicate

the extracts to the trainees clearly.

 Identify gaps between internal processes and customers’ expectations to help

the business produce the desired outcome.

 Liaison with QA to calibrate process knowledge and other departments of the

business as required.

 Conduct workshops for project team members on recent updates and US Media

Account industry trends.

 Perform user acceptance testing for any new process rollouts/automation in the

program.

 Provides refresher training for the bottom quartile.

 Support the team by performing floor troubleshooting to ensure all relevant

queries are tracked and answered appropriately.

 Periodic knowledge calibration with the client and internal functions.

Value-Add Responsibilities:

 Create content / training material for effective training

 Revamp the training materials to suit the need of current business and easy

understanding / knowledge transfer to trainees.

 Proactively provide TNI intel to the line manager and business

 Conduct and assist timely interviews from a training point of view, if required on

need basis

 Keep abreast of latest training domain expertise from the market and share best

practices

 Maintain and publish training related reports on a timely basis with the

stakeholders

Essential Knowledge:

 Knowledge of Training techniques and presentation skills.

 Ability to gauge comprehension competency of the trainees and customize

training content delivery.

 Knowledge of customer service principles, techniques, systems, and standards.

 General knowledge of Training Domain.

Essential Skills:

 Must be fluent in communication, both verbal and written to deliver the training

content in best presentation mode

 Leading, Controlling and Coaching training batches (both ways- in person and

virtually if required)

 Flexibility is a must for night shifts, rotation, rest days to match as that required

by the business

 Organize, prioritize, and schedule training assignments and projects.

 Foster a cooperative work environment.

 Skill in examining of trainees and adapting training delivery.

 Coaching Skills.

 Consultative and Socially Confident.

Qualifications

MINIMUM QUALIFICATION:

 2-3 yrs Experienced in BPO set-up on the said role is a MUST with Comms Skills / With Healthcare Exp

Can start ASAP

Open to Undergraduates