Associate Training Manager

Job Description
Job Title –
Associate Training Manager
Place of work

• Mumbai

Business Unit

• CDC

Function

• Training

Job Purpose:
This role will have dual responsibility. They will have blended role between process and soft skills trainer. They will be conducting end to end training, supporting agent from new hire, on job training and on floor training on updates, changes and refreshers. They will also conduct soft skills interventions on Voice, Emails and Chat processes
Roles & Responsibilities:
Conducting new hire training
Create soft skills content for new hires and existing agents
Collecting process and communication TNI (Training Need Identification) and conducting refreshers
Gauge efficacy of all training; throughput, learning curve reduction, post training efficacy scores, etc.
Conduct refreshers basis CSAT and NPS
Coordinating with product/ projects team and ensure smooth dissemination of new launches
Coordinate with operations, WFM, controls, compliance and quality team
Ability to learn and unlearn new products, process, tools, etc.
Should be subject matter expert in LOB aligned
Should have excellent verbal and written communication skills
Educational Qualifications:
Graduate - Any
Post Graduate - Any
Experience:
Minimum 5 Years in training.