- Deliver Training Programs: Conduct new-hire onboarding, refresher, technical, and behavioural training sessions (classroom and virtual) in alignment with the central training calendar.
- Drive Coaching &
- Performance Improvement:
Provide regular floor coaching and one-to-one feedback to enhance frontline agent performance and operational capability.
- Manage Assessments &
- Certifications:
Administer pre- and post-training evaluations, ensuring timely completion of LMS modules and required certifications.
- Track Training Effectiveness &
- MIS:
Monitor batch-wise productivity, maintain accurate attendance and training logs, and prepare timely MIS reports.
- Partner with COE for Continuous Improvement: Identify operational performance gaps, share actionable insights, support Train-the-Trainer (TTT) programs,
and ensure 100% adherence to centrally designed content.
Key Skills &
- Competencies
- Facilitation &
- Training:
Strong classroom and virtual training facilitation skills.
- Communication: Excellent verbal and written communication along with interpersonal skills.
- Coaching Mindset: Ability to mentor, guide, and give constructive feedback to frontline staff.
- Domain Knowledge: Basic understanding of Customer Service, CCnR, and Technical Helpdesk operations.
- Technical Skills: Proficiency in Google Sheets and Google Slides / PPT for reporting and presentation creation.
- Process Discipline: Solid focus on compliance, documentation, and operational standards.