Overview:
Will be responsible for delivering new hire and continuing education classes to our front line employees, the Customer Service Executive (CSE). They assume the role of a classroom facilitator, coach and supervisor. Trainers demonstrate effective leadership skills through developing awareness and knowledge of Myntra values, customer service skills, computer skills, product, policies and procedures.
Facilitator:
· Deliver/facilitate new hire training using the provided curriculum to newly hired customer service executives
· Facilitate continuing education classes to existing CSE's for new products, services, customer service skills and market launches
· Provide performance feedback to class participants in the classroom
· Create and maintain a conducive adult learning environment for all participants, new hire or continuing education
· Communicate with various departments within the organization including resource planning, human resources, quality etc.
· Actively participate in Train The Trainer (T3) sessions as well as pilot sessions where applicable
· Participate in companywide projects/assignments, which could include working on curriculum updates/revisions or travelling to assist with new centre launches
· Attend quality calibration sessions regularly
· Participate in New Hire process with operations and HR
Coach:
· Provide timely, accurate and effective feedback to CSE regarding job performance
· Take escalated calls, approve adjustments and monitor CSE's for quality
· Create CSE development plans geared to drive world class results Supervisor.
· Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc.
· Partner with HR when initiating corrective action
· Administer and grade paper evaluations for new hire classes and level 1 and 2 evaluations for continuing education classes
Kindly write to g.paul1979@gmail.com or call 9810659881 for details.
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