Trainer, ITES Firm

Kelly Services
  • Mumbai
  • 10-17 lakh
  • 3-5 years
  • 25 Mar 2015

  • Training/ Learning & Development, Operations

  • BPO/ ITES/ Call Centers
Job Description


- Conducting Training Need Analysis (TNA) in conjunction with Training and the Operations experts
- Executing the TNA to offer solutions that address operational requirements
- Developing, creating and customizing training modules according to specifications of the individuals and as per operational needs
- Ensuring that the quality of training delivered conforms to pre-defined standards
- Conducting Training Evaluation (feedback and effectiveness) and publishing reports
- Preparing reports that tracking and analyze effectiveness as well as the progress of programs delivered
- Supplementing quality assessments and audits with additional monitors
- Ensuring that all Service Level Agreements (SLAs) pertaining to communication are met consistently

- Customer Profiling: Listening to calls and categorizing customers/callers into various demographics (geography, types)
- Role Profiling: Setting the minimum CEF benchmark for advisors to be hired; identifying the CEF scores for the current advisors; initiating refresher sessions required to up-skill existing advisors and bringing them at par with the benchmark that has been set.
- Bridging the Cultural Gap: Raising awareness on the differences between Indian and British cultures; developing training content for refresher sessions to bridge the gap; conducting activities on the floor to enable advisor connect with the callers culturally.
- Supporting the Bottom Quartile: Identifying the top areas of concern with the repeat offenders/ bottom performers and addressing them through Feedback, Coaching and Refresher sessions.
- Training Supervisors: Creating and conducting Train-The-Trainer Programs on Culture and Communication for Team Leaders, Quality Analysts and Coaches.
- Conducting Calibration: Ensuring that supervisors and stakeholders from all functions attend a certain number of calibration sessions each month. Variance scores to stay below 10%.
- Maintaining Client Interface: Understanding and incorporating the specific client requirements in training, feedback and coaching on an ongoing basis.

- Graduate from a reputed Institute or University in any discipline.
- Certification in training and instructional designing
- Certification in Culture, Communication and Customer Service
- At least 3 to 5 years experience with Training & Development / Customer Service / BPO Operations.
- British Culture
- Customer Servicing
- Content Development
- Language/ Soft Skills Training

Competencies/Skill sets for this job

Training Customer Quality Ites Supervisors Tna Benchmark

Job Posted By

About Organisation

Kelly Services