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Keywords / Skills : MIS

1 - 6 years
Posted: 2018-11-16

Industry
IT/ Computers - Software
Function
Customer Service/ Call Centre/ BPO
Role
Process Trainer
Posted On
16th Nov 2018
Job Ref code
2534694
Job Description
Impart product & process Training to employees(New hire and existing), specific to the process
Will be responsible to coach agents from a Product & Process and provide training/ refreshers from Sales Perspective
Ensure that all new employees go through the defined new learning path for their respective roles in the process
Support new hires during OJT
Provide feedback and coaching to new hire trainees and associates on the floor
Provide refresher & remedial training and briefings for existing employees
Responsible as per defined monthly/quarterly/yearly Training scorecards and PLA(Performance level agreement)
Responsible for managing retention during training
Prepare process SOPs and training refreshers
Drive C-Sat & E-sat initiatives to add value to the Process and customer
Support any administrative tasks like trainee cab roster, scheduling, attendance updation etc.
Manage training MIS for classes and other related training work
Develop & deliver training modules, under specified timeframes
Work closely with Ops and Quality team, design action plans to plug areas of opportunity
Interdepartmental co ordination & communication
Interaction with internal and client stakeholders
When not involved in Training batches, should be willing to give production hours to enhance his product & process knowledge
Update self regularly with company policies & report any Security Incident that is observed
Keep companys and customer information confidential and not disclose to unauthorized individuals and outsiders
Responsible to maintain the knowledge levels across the floor
Responsible to provide greater than 85% overall throughput from the New Hire Batches
Responsible to monitor transactions and provide appropriate Feedback
Responsible to work with bottom performers to bring up overall performance
Take calls to keep themselves abreast of the process/product
Key Skill(s)

About Company

Summitworks enables organizations to efficiently and cost-effectively manage data quality for greater business assurance, sustainable compliance, risk reduction, fraud detection, enhanced profitability and improved business performance.

We provide data quality improvement services that support effective manufacturing, sales and marketing processes, enable more accurate invoicing and shipping, improve customer experience and foster many other immediate and long term business benefits.

Summitworks specializes in defining MDM
Vision
Strategy
Metrics
Technology
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