Apply on Kit Job: kitjob.in/job/4pyqz9

Role & responsibilities

- Facilitate engaging training sessions, both in-person and virtual, ensuring smooth training
- Process Trainer will analyze quality data to identify training needs
- Create customized content or training plan
- Track post training effectiveness, by observations and quality data
- Publish daily / weekly / monthly reports to stakeholders
- Maintain historical data for the associates trained
- Responsible for the performance of New Hires during the learning curve and extend coaching and support for improvement
- Update training materials/Manage Knowledge Management if required or as suggested by clients
- Collaborate with cross-functional teams to align training initiatives with project goals and deadlines
- To stay up to date with all process -related information for information for training purposes, and to handle calls/chats/emails/tickets or any other support activities related to their assigned projects as per business requirements
- Conduct performance improvement activities that include and are not limited to Refresher training, Call audits, TNI and help improve performance of the agents in BQM/PIP
- Track associates performance after training (0-90 days) to ensure effectiveness of training
- Actively do the call monitoring by listening to the agents calls (Recorded & live)
- Focused on task deadlines and aggressively drives completion within stipulated timelines
- Provide support to the training manager in establishing, measuring,



and monitoring key training metrics
- Perform roles and responsibilities of Operations Lead/SME in case of business requirement.
- Provide Floor support/Floor Walk/Queue Monitoring for all agents in the project aligned.
- Capable of taking up a mentor role in being a guide to groom a Trainer Aspirant employee
- Should be flexible to relocate/travel temporarily for business requirement.

Applicant’s Specifications & Qualification:

- Experience in working in Service Desk Workplace.
- Excellent Communication skills, Presentation and Interpersonal skills
- Ability to adapt to changing priorities, technologies according to business needs
- Ability to manage stakeholders and be responsive to business urgency
- Self-starter– Must be able to start and manage multiple tasks at the same time
- Inclination for learning and passion for knowledge facilitation

Desired Skills:

1. Technical Background (Strong technical background in IT Service management, with experience in service desk operations)

2. Good Presentation and training delivery skills

3. Should also be familiar with various ticketing systems, cybersecurity principles, and remote support tools

4. Proven experience in designing, developing and delivering training programs

5. Prior experience in maintaining and analyzing historic training data is highly desirable

6. Experience in Creating SOPs and Knowledge Base Articles

Apply on Kit Job: kitjob.in/job/4pyqz9

📌 Process Trainer- Service Desk (Maharashtra)
🏢 Tech Mahindra
📍 Maharashtra