Trainer

Job Purpose:

Trainers are 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.

 

Responsibilities:

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

 

Requirements:

REQUIRED

−     Educational Qualification: Graduate in any discipline OR 10+2

−     Group presentation skills

−     Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision

−     Ability to build rapport with others and create a team environment

−     Strong communication, organizational, motivational and time management skills

−     Ability to work flexible hours /shifts

−     Proficiency in MS Excel, Word and Power point

 

PREFERRED

−     Training delivery/facilitation & coaching experience

−     Customer Service Executive job knowledge

−     Knowledge of adult education theory

−     Call centre experience

Kindly write to g.paul1979@gmail.com for details.