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Process Trainer - Voice

3.00 to 8.00 Years   Gurugram   06 Apr, 2023
Maestro Recruiters
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    Process trainers will own agent performance ( Definition of Performance: Quality and Conversion of the Agents ) in a business assigned to them. Trainers should dedicate time to listening to call recordings, updating scripts and other process materials, etc, to keep on continuously improving the sales outcomes from the campaign. Should be able to look at numbers/ data on dashboards and track and manage the performance of their agentsResponsibilities:
    • Collaborate with cross-functional teams to ensure training material / content quality and accuracy.
    • Review the performance on dashboards and share feedback with the agents, coach them regularly, and recommend improvements in the product and process.
    • Drafting and making necessary updates to training material (product deck, call script, FAQs, etc).
    • Work with the content team to help validate the documents based on absorbance and feedback from the trainees.
    • Keep updated with relevant information on customers products and processes.
    • Shadow agents to stay up to date with internal app/web-app product/process changes and challenges.
    • Provide insights and instant feedback for correction and keep an eye on potential quality issues.
    • Update details such as Training MIS, Training Calendar, Dashboard, etc. for all your training sessions on a regular and timely basis.
    • Utilize effective sales training activities like role plays, discussions, and mock/practice calls to strengthen the agents skills.
    • Attend calibration sessions with the customer and other team members/ stakeholders from time to time, to obtain feedback on your process and decide on an action plan to improve/mitigate the same.
    • Perform other tasks requested by the manager to reach team objectives or the companys objectives based on current needs.
    Requirements:
    • Undergraduate with 1 Year experience as a Trainer can apply.
    • Training experience of Travel industry/Sales preffered.
    • BPO experience as a Traineris must
    • Knowledge of learning and development trends and best practices will be an added plus.
    • Excellent presentation skills.
    • Excellent written and spoken communication skills Expert in word, PPT, Excel tools and MIS, and data management.
    • Curiosity to learn and leverage new learning tools, systems, or methods of working.
    • Prior experience in LMS would be an added advantage
    Salary & Perks:
    • Salary Upto 6.5LPA
    • 10% Variables
    • Both side cabs
    • Medical Insurance
    Apply Immediately!!KanishakSr. HR - Talent Acquisitionkanishak.maestro@gmail.comhidden_mobile

Keyskills :
developmentlearningprocess orientationvoice processcommunication skillspresentation skillsnew hire orientationsvoice coachingpresentation development

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