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Process Trainer

Gurgaon, HR
Job Code:
  • Miscellaneous
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Job Details

ESSENTIAL SKILLS/ TRAITSDesign and deliver modulesIdentifying and analyzing training needs Ensuring attendance and successful graduation of training batchesRegular reporting of scores for batches released to floor and up-trainings conducted Coordination with client for updates and various support Ability to be proactive, self motivated and self directed Exposure to training delivery and facilitation techniques Knowledge of carrying out agent profiling, training need identification and analysis Time management Good written & spoken English Excellent presentation and facilitation skills Excellent knowledge of Microsoft Word, Access, Excel, e-mail system Qualitative and quantitative analytical skills Takes responsibility for his/ her actions, and doesn't get defensive when given constructive criticism Strong mentoring skills Strong presentation skills Strong selling skills ADMINISTRATIVE RESPONSIBILITY Deliver new Hire training to all new hire support agents and refresher training to existing agents on the floor Attend all training calls with client as well as internal meetings and provide updates, information and inputs from Process Training Participates in all internal and external calibration sessions Publish weekly and monthly Training report at an agent, team and program level Deliver monthly calendar of training events scheduled for the support center Responsible for the delivery of both soft skill, sales / product training Alternates shifts according to training requirements Maintains and verifies that review exercises are relevant; measures retention of new and tenured agents. Creates tests and procedures to measure success of conducted training Consults with internal customers and develops custom courses to meet specific business needs Performs all procedures completely and accurately Provides feedback to management regarding process improvements Demonstrates a strong customer service orientation and takes task ownership Creates a positive impression of arvato service and client, through words and actions
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 3-5


Any Process - Both BPO Type | Technical/Process Training | Training
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