Key Responsibilities:
Training Delivery:Train Contact Centre Employees on Product and Processes (New & Existing) for all PAN India centers (Inhouse and Vendor Locations)To conduct refresher training for existing employees regularlyTrain all contact center employees in new products, procedures, and updates related to customer service.Conduct calibration workshops and refreshers for Outsourced vendorsDevelop digital and print training content (e.g. Videos, manuals and related training materials)All training sessions to be conducted professionally and in physical mode.Conduct soft skill sessions for employee development on interpersonal skills, objection handling, irate customer handling, voice modulation etc).Conduct Training needs Identification (TNI) and Process Knowledge test (PKT) for Front-line employees by identifying skills gaps, basis Quality scores and TL feedback and line managers.Create and maintain updated records of ready reckoner, training curriculum, material and SOP update as per Org. standardsConduct daily briefings on fatal/non-fatal errors, new updates, process update.Create Service champions/ SMEs within the team for BCP.Conduct Quality Activities including not limited to BAU Quality Checks, feedbacks, Certifications etc. as per business requirement.
Training Program Development:Design and update training modules for new hires and existing staff.Develop role-play exercises and simulations to enhance customer handling skills.Ensure training sessions are engaging, interactive, and effective.
Key Measurables:Post Training Associate Assessment ScorePost Training Pass % age during certificationsAssociate OJT Score.
Team Management at Vendor / Partner locations:Supervise and mentor outsourced training staffSchedule training sessions and Monitor activity as per training Schedule.Ensure Partners trainers are updated in real time with the latest product and process changes
Qualification Graduated / Postgraduate in any stream.Experience : Minimum 6 years in the training with minimum 3 years of experience in customer service training at BPO/ Call Center Domestic.Targeted companies Domestic BPO / Fintech /Banking/ Telcom Core Customer ServiceBFSI must with Exposure to lending products preferred

Customer Service Training Manager

Poonawalla Fincorp

Job Description

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