Process Trainer/Sr. Process Trainer

For a leading BPO based out of Gurgaon

 

ROLE: To ensure continuous trainings and refreshers of employees based on the process & individual needs.

REPORTING TO: Deputy Manager - Training

ESSENTIAL SKILLS / TRAITS:

·   Experience Required: 4 – 6 years

·   Relevant BPO experience in a hard core technical environment handling Enterprise support

·   Should have hands on knowledge of any one version of Windows server including Remote Server administration tools.

·   Preferred if worked on VMWARE to virtualize customer issues

·   High technical competency in computers (hardware, software, network)

·   Proficient in successfully transferring technical knowledge

·   Ability to explain complex concepts in an effective manner

·   Ability to convince others

·   Technical Troubleshooting exposure

·   Excellent Process Knowledge

·   High process/ customer focused orientation

·   Planning/ Organizing/ Prioritizing skills

·   Excellent written & spoken English

·   Excellent presentation skills

·   Leadership skills

·   Interpersonal skills

·   Good coordination skills

·   High aptitude

·   Excellent time management skills

 

ADMINISTRATIVE RESPONSIBILITY:

·   Design and deliver modules

·   Execute training programmes

·   Identifying and analyzing training needs

·   Developing action plans and monitoring progress of such plans

·   Ensuring attendance and successful graduation of training batches

·   Regular reporting of scores for batches released to floor and up-trainings conducted

·   Coordination with client for updates and various support

 

PERFORMANCE STANDARDS:

MEASURABLE:

·   Training Effectiveness

·   Trainee Feedback

·   Coaching scores and key operational metrics (AHT, Case closure, CSAT) of batches that have hit the floor

NON MEASURABLE:

·   Positive Attitude

·   Self Motivation

·   Enthusiasm

·   Initiative

·   Achievement Orientation