Communication Trainer
Job Overview
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Date PostedOctober 28, 2022
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Location
-
Expiration date--
Job Description
Job Description
Opportunity
for Trainer (Banking Process) Leading BPO-Chennai
Location: Chennai
Job
Role- Trainer (Banking Process- Contact Center)
Shift- Flexible
Experience- 6+
years
Education- Any
Graduate (Must
have BPO Background)
CTC- 12-13 L
Notice
period- Immediate Joiner/30
Days
Job
Description
Description
1.Strong, experienced manager for CFS Banking Process, well versed with Banking, Mortgage, Contact Centre & Collection experience as a preference
2 To work with Delivery team and Client on taking the ownership of all Training deliverables
3 Responsible to create training Modules by function/Process/Speciality wise in the process
4 Improving Accounts/Teams performance and motivate team to achieve desired quality and production targets
5 Planning and process development – Innovate to optimize production and constantly improve Production, Quality and Turnaround Time
6 Participate and contribute in client conference calls, management meetings and department meetings
7 Conduct performance appraisals & reviews for Trainers, AMs etc
8 Identify training needs and arrange for training, re-training and cross training, as required. Assist Managers AM and Trainers to implement corrective action as required
9 Support and monitor day-to-day work processes and meet production and Service Level Agreements (SLA) related to Training.
10 Conduct periodic and surprise audits and checks to ensure compliance with documented policies and procedures
11 Facilitate to meet contractual obligations and client expectations
12 Assess & forecast staffing requirements based on client communication and incoming volume
13 Maintain cost effective and stable workforce to absorb volume volatility
14 Coordinate with the HR/TA functions to recruit per expected volume and required skill sets
15 Draw a plan of action in coordination with Managers, AM (Assistant Manager) and the Quality Analyst based on feedback to continue to improve operational & Training performance
16 Ascertain training areas based on reports from the Quality Analyst and reduce unwanted costs
17 Development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes
18 Responsible for studying the client processes gathering all information and ensuring seamless implementation
19 Administrative work management
20 Working out detailed project plans for implementation through the initial period of pilot testing and establish firm communication channels with the client
21 Account management and Client relationship management
22 Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations
23 Ensure periodic reporting and dashboards on the performance and the growth plans
24 Conducts monthly business review meeting with the client & Stake holders and ensures the resolution of all issues to the satisfaction of the clients
25 Works out the impact of the requests and the requirements of the client in terms of time, effort and resource cost and makes appropriate decision based on the context
26 Improve supplier management
27 Develop process excellence – Cost efficiency
28 Provide training to meet client SLAs
29 Develop team excellence
30 Ensure consistent training Review's with other departments
31 Create & update knowledge base
32 Effective Team management and people management
33 Manage end to end training for new business transitions and ramps
34 Ensure process compliance with applicable Quality Standards and Client specific processes
CRITICAL SKILLS REQUIRED
Good working knowledge of computer i.e., MS-Office, Esxcel and PPT.
Excellent verbal & written communication & presentation skills.
Good Interpersonal & people management skills with good problem solving approach.
5 to 7 years of relevant experience in training preferred
Interested
candidates can reach me on 08981456678 or mail their updated CV on sushma.m@2coms.com
