Process Trainer - International Voice (Hyderabad)
- Teleperformance (TP)
- 5 - 10 years
- Hyderabad
- 2 months ago
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Job Description
Role & responsibilities
Roles and Responsibilities
- Conduct new hire training and soft skills / Negotiation skill training
- Should complete monthly cyclic activities including refresher training, update training and PKT
- Sensitize to training needs / understand learning requirements of different learning groups
- Liaison with the Quality and Operations to identify, screen and execute process improvement plans
- Ability to execute training tasks / assignment on short notice
- Interested to deliver and contribute towards process improvement
- Take accountability for new hires performance during the OJT period, including attrition .
FUNCTIONAL/ OPERATIONAL:
- Monitor calls of each advisor every week ,during OJT and provide immediate feedback to the advisors in case of failed call.
- Provide regular feedback to Team Members regarding the performance of the team and any issue that needs escalation.
- Document the feedback signed off by the concerned parties.
- Monitor calls across teams (cross monitoring) every month.
- Nominate and groom floorwalkers amongst the team regularly.
- Conduct process refreshers and Policy refreshers.
- Nominate advisors to conduct buzz sessions.
- Handle all escalation calls for the team.
- Sharing good calls & bad calls , creating product level FAQs .
- Nominating hall of fame & hall of shame for OJT Batch .
- Conduct buzz sessions for any updates and share new information with the team including the targets for the day.
- Check the login schedules.
- Manage attrition through regular communication with advisors and tracking EWS through changes in behavior, performance and attendance.
Critical Competencies:
- Customer Service
- Good analytical skills
- Must be very good with data representation
- Must be very good with MS Excel
- Time Management
- Ability to multi-task
Preferred Skills:
- Strong communication skills in English
- International voice experience only
- Willing to work in 24/7 shifts
- Trainer role on papers
- Immediate joiners
Share your resume with @sw***********5@te****************s.com
Whatsapp:9940351***
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: FreshersContact Details:
Company: Teleperformance (TP)Location(s): Hyderabad+ View Contact
Keyskills: Process Training Customer Support Customer Service trainer International Process Voice Process Customer Handling International Voice Process International BPO
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₹ 6.5-8.5 Lacs P.A
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