Role: Senior Associate

Years of Experience: 3+

Location: Chennai

Technical skills

Good and hands-on knowledge on basic network and modem functionality issues, including landline troubleshooting, phone hardware and software configurations
Ability to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting.
Proficient in working with several computer applications and databases, managing through multiple systems programs and screens simultaneously.
Strong in Process and Product
Ability to effectively use online search engines at basic and advanced levels
Good knowledge on MS Office Tools
Should be able to prepare Process Documents and Presentations
Knowledge on industry relevant metrics

Soft Skills

Strong communication and comprehension skills: speaking clearly, strong vocabulary skills, pleasant delivery, pleasant tone & temperament.
Excellent presentation skills
Excellent interpersonal skills
Flair for facilitating/ coaching and mentoring
Ability to express precisely with clarity
Excellent leadership qualities & people management skills
Good problem-solving skills with a logical approach
Good Analytical & Conceptual work ability
Passion to learn new concepts, technology and process
Result oriented

Roles and Responsibilities

Responsible for conducting New Hire, Remedial & On floor training
Deliver Technology and Product/Process Training
Effectively manage the classroom environment in a positive and professional manner
Develop Curriculum and Content using Instructional Design Principles
Develop case studies and Knowledge Measure assessments
Ensure closed loop feedback system between Training and Production
Interact with Managers and Team Leads and ensure the best practices are determined and documented
Maintain high level adherence to policies, procedures and processes
Recommendations for product and process development based on customer feedback and analysis of the same
Contribute towards creating/updating the Knowledge base
Conduct Knowledge assessment on Monthly basis & conduct refresher training

Competencies:

Trainer - BPO/ Call Centre