Manger - Process Training - Utility Domain

Job purpose

Manager Process trainer is responsible for training & facilitating all employees on product, process, system & application, new hired staff & on floor existing individuals .will be responsible for the design, delivery and continuous improvement of process training programs, conduct needs assessments, execute training, develop reinforcements and evaluate outcomes.

Duties and responsibilities

- Train & facilitate new hire staff on product, process, system & application

- Should be confident and has flair of training.

- Comfortable working in shifts and extend the call duty whenever required and includes weekend working too.

- Front end client calls on process change deployments

- Build & review Customer journey for the business to enhance customer experience

- Preparing and presenting training performance for the process

- Managing knowledge management system [ LMS, I Learn, Logicom]

- Working knowledge of MS Office to develop content and presentation.

- Responsible for ensuring servicing of all KPIs with minimum rejections.

- Monitoring Service Levels Periodic collections and analysis of data received.

- Daily work allocation & Create end to end process maps & training governance strategies

- Proactive managing performance and enhancing performance of team based on SLA's.

- Queries/work shadowing.

- Performance Management monitoring providing timely feedback on performance within team.

- Motivates and builds the skills of the trainees.

- Effective coaching and feedback skills

- Managing attrition levels within the team.

- Should be confident on client threads and act on content development

Qualifications

Education Qualification: Graduate/ Post Graduate

Skills Set Required

- High energy, enthusiastic, motivational training style

- Excellent creative and conceptual thinking abilities

- Strong communication skills, both verbal and written.

- Computer literate with in-depth knowledge of MS office and web based systems; visual aids Technology

- Strong organizational, planning, project management, problem resolution, communication, Presentation, facilitation, and influencing skills required

- Strong people management and leadership skills

- Superior organizational skills, attention to detail/level of quality, communication (written and Verbal

Experience

Min. 8+ Years- experience in Training/ Learning & Development from International BPO .

Mandatory : Candidate should be from Utility domain.

working Timings : UK shift

Contact person - ALEKHYA

Contact number -044-43443705