Job Summary
Conducting inductions for New Hire batches.¿ Responsible for conducting pre-process and process training for new hires and evaluating their performance based on their competencies.¿ Training new advisors before they go live, for voice and accent, application and product, and Business Communications.¿ Maintain attrition and throughput as per process guidelines¿ Rostering and tracking planned and unplanned leaves.¿ Resolving and escalating trainee concerns and issues.¿ Coach and counsel wherever needed¿ Document Training reports and trackers¿ Conduct Pre & Post assessment to identify any red flags (if any)¿ Provide feedback to specific areas of opportunity¿ Provides Training Needs Analysis¿ Coach associates on DSAT with a clear understanding of process requirement¿ Conduct regular audits to check training effectiveness¿ Conduct Recursive Training based on the Training Need Identification/Analysis received from Operations/Quality¿ Helps in creating training modules/curriculum¿ Other tasks that may be required/assigned by the supervisor/manager as required by the business¿ Identifying Red Flags (Poor Performers) and formulating an effective action plan.¿ On floor training. Monitoring and auditing the calls. Coaching the advisors on the floor.¿ Keeping track of their performance.¿ Attend client calls for discussions on the performance of advisors, CSAT, Bottom quartile Advisors, Action Plan, Call Calibration, Weekly dashboard updates.¿ Taking live interaction 8 Hrs. /Month to ensure they are up to date with ground-level issues.¿ Provide Direct Customer Support, answer live chats or/and social media from customers to provide quick resolution of issues and questions, or may provide assistance to a team member.