Process Trainer -techm - BSG (domestic) Telecomm Backend Operations
Job Description
Process Trainer (Telugu / Kannada)- Domestic Telecomm Backend Operations
Roles and Responsibilities:-
Impart training to new hires as per VF norms and ensure certification benchmarks are achieved
Meet the average training man days per month as defined
Conduct Hire checks as defined for BO/WCOM roles by VF team & ensure adhered to for all new agents sourced by HR
Newer ways of Training delivery and tweaking it basis feedback, KPI trends in coordination with VF Training SPOC
Maintain induction reports circle wise and measure 0-90 days KPI trends of agent
Understand Refresher needs and Content for effective delivery
Conduct Refresher as per learning approach defined & as per norms of 8 hrs per agent per month
Assess all agents on LMS Pre and Post Test
Conduct QA , QTL, OPS TL refreshers monthly basis business needs & process defined
Maintain reports circle wise and measure effectiveness post 30 days of conducting refresher
Ensure all agents undergo PPS tests on LMS monthly
V SEARCH governance and usage across BO frontline as per process defined
Daily briefings and tests on V SEARCH
Maintain reports circle wise and map effectiveness
Be a part of corp service exp projects as a team member and help /support
Key Deliverables (KRA/Measure):
New Hire Training Delivery
Data Maintenance
Updated and on top of process related updates
Demonstrate effective presentation skills
Demonstrate effective questioning skills to gauge learner understanding
Basic understanding of MS office, required for maintaining training reports
Ability to interact with clients and represent training function at an process level
Should be able to establish relationship with operations team and clients to receive feedback on Training and delivery
Applicants Specifications & Qualification:
Good understanding of telecom process.
Shows flexibility/ownership & works under pressure situation
Ability to work within challenging environment with tight delivery timelines
Willingness to work in any shift
The candidate should have excellent problem solving capabilities and lateral thinking skills
Understanding of the Business situation and capability to address issues
Candidate should be open to change, Multi-tasking skills, Inter personal skills
Willingness to travel for short/long trips basis demand of business situations
Excellent Communication skills
Industry: IT-Software / Software Services
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Technical/Process Trainer
Role: Technical/Process Trainer
Keyskills:Telecomm Backend OperationsProcess Trainertelecom processData MaintenanceQALMS
Eligibility Criteria:
Overall Experience2-3 Year
QualificationGraduation - Mandatory *
Work Location :
Tech Mahindra
90/B1,SBC Tech Park, MTH Road,
Near Ambattur Telephone Exchange,
Ambattur Industrial Estate,
Chennai 58
Contact Person :Thiroo K
Contact Number: +91-8124226622 (Only Text )
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