Primary Role :
Conducts training classes, which include content about the job, the Company, and different client programs.
Facilitates new hire training using the provided curriculum to call center staff.
Facilitates continuing education classes to existing call center staff for new products, services, customer service skills and market launches.
Provide performance feedback to class participants & responsible for the professional development of the customer service and support staff.
Communicates with various departments within the organization, including resource planning, human resources, quality and the help desk.
Assists Operations with understanding agent opportunities and updating training programs to meet those needs.
Collects information regarding response systems, human interactions, and information systems requirements.
Helps design call center training manuals by identifying and describing information needs, obtaining feedback from management, and editing final copy.
All other duties as assigned.
Job Responsibilities :
Map out training plans, design and develop training programs
Choose appropriate training methods per case (simulations, mentoring, on the job training, professional development classes, etc)
Market available training opportunities to employees and provide necessary information
Conduct organization wide needs assessment and identify skills or knowledge gaps that need to be addressed
Use accepted education principles and track new training methods and techniques
Design and prepare educational aids and materials
Assess instructional effectiveness and summarize evaluation reports determining the impact of training on employee skills and how it affects KPIs
Partner with internal stakeholders and liaise with matter experts regarding instructional design
Maintain updated curriculum database and training records
Provide train-the-trainer sessions for internal subject matter experts
Manage and maintain in-house training facilities and equipment
Having an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages;
Ensuring that statutory training requirements are met;
Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers;
Producing training materials for in-house courses;
Build annual training program and prepare teaching plans
Evaluating calls of officers to analyst training needs
Skills required :
Excellent Verbal and Presentation skills
Critical Thinking: Will have to develop or assess materials that will help employees understand the subjects being taught. The trainer will have to understand the needs of the employees and judge what will work.
Decision Making: Will have to decide the best programs to train their employees and meet the needs of the organization.
Communication Skills: Need to speak to groups of employees, speak interpersonally with individuals, report to management and meet with vendors. They must be friendly, clear, strong speakers.
There were many microfinance institutions active in rural India, but very few served... India’s urban population. To bridge this gap, Ujjivan focused on the urban poor. This is a fast growing segment that is relatively new to India’s microfinance industry. Our surveys and interaction with the urban poor show that they are exposed to enormous contingencies and are required to share their meagre resources with neighbors, friends, relatives and colleagues. Hence, there is a tremendous amount of bonding and affinity among them. We have also found that, contrary to popular belief, the urban poor are a stable population. Therefore, the significant difference between the urban and rural population is the lack of time and availability of space in cities. Read full description