Posted:5 days ago|
Platform:
Work from Office
Full Time
The role holder is responsible for conducting New Hire and Refresher training for Inbound / Outbound contact center and
E-mail management and also to routinely identify the business training needs and run programs for staff development.
New Hire Training • Conducts training for new hires and provide certification under the stipulated timeline • Tracks and reports the progress of trainings conducted to the higher authorities • Performs mock calls with new hires to determine readiness for moving into support • Acts as an on Job support for new hires and is responsible for their smooth transition from training to production floor • Conducts coaching sessions in order to develop and evaluate personnel • Manages and oversees the joining formalities for the new hires
Change Management Training • Evaluates the business training needs routinely and prepares updates for the same • Conducts monthly refresher trainings, including product/process changes or additions, for existing phone banking officers • Creates training modules and makes them interesting and interactive by infusing humor • Reviews processes and shares feedback with the Quality team for improvements to enhance overall customer experience • Evaluates Inbound / Outbound calls and E-mail responses sent to customers • To be involved in Change management implementation from user and customer experience perspective. • Content creation expertise to make it simple and understandable for frontline. Involve innovative methods of teaching frontline as per the grade and levels of officers.
Yes Bank
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