Job Description

: Brief Overview of the Role This role enables knowledge transfer by undergoing product/process/systems training and delivering the same to the new joiners in the specific process. Primary Responsibility The primary responsibility of this role is to:
Enable knowledge transfer solution
Undergoing product/process/systems training & creating training /process documents
Maintaining training MIS
Delivering the same to the new/existing joiners in the specific process.
Delivering feedback & coaching new hires post completion of training
Enabling process improvement

• Conducting Process knowledge tests

Performance Parameters Performance Management
Training Delivery & throughput
Training Effectiveness
Content Development and Update
Schedule Adherence
Process improvement - AIM ideas People Management
Attrition Role Responsibilities
Training Delivery to on boarders. This includes new hire and refresher training delivery.
Handhold and provide floor support to agents through the initial days of Production
Design and/or prepare training/instructional materials, teaching aids and devices
Ensure all training activities and material meet with relevant organizational and statutory policies
Creation and update of Process Training modules
Regular assessment /monitoring of agents to provide constructive feedback
Training Need Identification for his / her respective process and scheduling of refresher trainings thereof
Organize training venues, logistics, transport, as required to achieve efficient training attendance and delivery.
Maintain and create Training MIS and reports
Ensure adherence to established attendance schedules
Any other essential function that may occur from time to time as directed by the Supervisor.
This includes and is not limited to performing the role of an associate and SME as per business need
Research methods, techniques, and/or sources of information for relevant training and developmental deliverables Primary Internal Interactions
Training AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
Training Manager / LAM for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
Associates for the purpose of up-skilling them on process-related updates, coaching, mentoring & providing assistance and support when required.
QCA for the purpose of associate performance feedback and audit in order to update the training curriculum
Operations AMs for the purpose of TNIs, feedback and inputs provided on floor support and any other training intervention for BAU purposes Primary External Interactions
Client trainers, SME
s for the purpose of developing and updating training curriculum, provide feedback on training and discussing specific action plans.
Escalation teams at the client end for the purpose of seeking clarifications & answering queries
Pre Process Team for the purpose of ensuring smooth transitioning into the Process Training phase
Recruitment for the purpose of new joiner details
Compliance team for the purpose of documentation from audit perspective
HRSS and Payroll team to coordinate during new hire onboarding Minimum Qualification Total of fifteen (15) years of education including, at a minimum, (i) a degree from a university or Government-recognized private college degree program of three (3) years or more, or (ii) a diploma of three (3) years or more from a Government registered and nationally recognized educational institution providing diplomas in the hospitality, tourism or travel industry. Minimum Experience External- Desirable work experience is of 2 years in similar domain of which at least 12 months should be with pre-process/process/voice training delivery Internal- Desirable work experience of 1 year in current role of which minimum 9 months in the required process /domain Technical Skills (Minimum)
Good Computer skills
Hands on Experience on Power Point, Word and Excel
Good keyboard skills ( 20 words per minute with 90% accuracy)s
Proficiency in MS Office Technical Skills (Desired)
Certified in Instruction Systems Design (ISD) Process Specific Skills (Desired)
Knowledge about the Utilities industry in the UK
Knowledge about UK Culture
Product Knowledge and knowledge of systems / applications used.
Knowledge of Compliance rules and regulations
Knowledge of SLAs and Client metrics. (for internal hire) Soft skills (Minimum)
Strong Communication Skills - clear written and verbal communication
Strong customer service focus
Strong Delivery Skills
Team work
Managing Self - Plans, priorities and schedules own work to ensure timely completion
Coaching and feedback skills
Adaptability - Maintains effectiveness despite changes to situations, tasks, responsibilities, and people Soft Skills (Desired)
Self disciplined and result oriented
Strong motivational skills
Ability to lead in a continually challenging environment
Ability to multi task
Decision making capability.
Data gathering ability / Eye for detail
Demonstrate flexibility and urgency to handle pressure in a cross-cultural environment.