Role & responsibilities

- Conducting recent hired induction batch
- Conducting Process update session & Refresher Training session for a group of contact center agents
- Responsible for identifying process/product/ system knowledge/skills gaps by taking proactive initiatives of Product / process/ system knowledge test, Group discussion with agents, agent feedbacks, Q & A sessions, interviews
- Coaching bottom performer agents and fill knowledge/ skill gaps
- Conducting mock certification of trained new trained man power
- Creating content based on the Training needs identification Skills/ knowledge gap feedback received from operations and Quality.
- Identifying Training needs in order to fill knowledge/ skill gaps
- Coaching objection handling and sales skills to the new-existing agents
- Conducting effective coaching session with individual as well as group to share feedback on audit conducted
- Conducting briefing & dip check session





Maintaining all the learning and development activities data and Reports

Preferred candidate profile

** DRA certification is mandatory

Applicants should possess the following attributes:

Work Experience

- Min 3 year of experience working in contact center trainer in Banking domain preferred

Technical Skills

- Team management skills
- Subject matter expertise
- Coaching and Training Skills
- Content development
- MS office skills (Excel, PowerPoint, etc.)

Behavioral Skills

- Excellent verbal, written Communication skills
- Eye for Detail - Ability to identify potential failure modes as far as competence is concern
- Analytical and Problem solving ability
- Good interpersonal skills
- Learning oriented
- Value integrity, Respect, customer centricity
- Adoptability to a rapid – paced changing environment

📌 Collections Trainer (Assistant Manager) (Vadodara)
🏢 Baroda Global Shared Service
📍 Vadodara