Responsibilities :

1. Candidate must have to take responsibility for sales and pre-sales from his/her team.

2. Deliver Generic Domain Specific Modules along with upskilling resources on process.

3. Structure On boarding Training requirements, Pre Process, Customer Visits etc.

4. Ensure that all new employees go through the defined new learning path for their respective roles in the account

5. Deliver pre-process and process training for new employees

6. Support new hires during OJT and GO-live

7. Provide refresher and remedial training for existing employees

8. Ensure all regulatory requirements are complied with from time to time

9. Maintain trainee data and information

10. Generate training reports from time to time

11. Support any administrative tasks like trainee roster and scheduling etc.

12. Create/Customize training content for delivery

13. Provide feedback and coaching to analysts on the floor

14. Take ownership for improvement in analysts performance

15. Analyze training needs for employees working for the account.

16. Responsible for account level Training metrics

17. Responsible for adhering to training standardization guidelines defined by the BU Training Function

18. Responsible to work with ops to bridge gaps during training

19. Need to summarize the daily report of the team with the client.

Requirements :

1. 3-5 years of experience in BPO industry or related field.

2. Strong understanding of BPO processes, including customer service principles.

3. Excellent communication, presentation, and interpersonal skills.

4. Ability to design interactive and participatory training sessions.

5. Proficiency in creating engaging multimedia content using various tools.