Talent Acquisition & HR Business Partner at Fullerton India
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Fullerton India - Contact Centre - Trainer & QC - Collections Domain (4-6 yrs)
Job Title : Contact Centre - Trainer & QC
Function / Department : Collections
Department Head : National Collection Manager
Reporting Manager : Head - Collection Strategy
Purpose of the Job :
- Train the Agents and Team Leaders on required Skill Sets
- Update the training manual basis the internal process changes
- Brief, train and develop the soft skills of agents and Team Leaders
- Report contact handling performance and statistics through monitoring and test contact evaluation.
- Randomly monitor calls to ensure Client/Company's standards are maintained.
- Prepare performance evaluations documenting contact-handling procedures.
- Review evaluations, maintain tape files, and handle general administrative duties.
KPIs against each perspective :
Perspective & Key Performance Indicators :
Business & Financial Management : Training of the Agents/Team Leaders
Determine whether the CMC agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation.
Customer Focus :
Ensure that the agents and Team leaders are following the processes set and thereby increase customer satisfaction
People / Team : Identify the resources that need training, provide training
Process / Quality Improvement : Monitor pre and post training performance
Total no. of employees supervised with details : 40-50
Task performed :
- Train the Agents and Team Leaders on required Skill Sets
- Update the training manual basis the internal process changes
- Brief, train and develop the soft skills of agents and Team Leaders
Value Influenced : Customers - Customer Satisfaction
Degree Influenced :
Geography : Pan India
Departments : Customer Service
Peer (functional title/role title) : Contact Centre - Quality
Other factors relevant to the job :
- Good People management skills
- Understand the soft skills required for contact centre process
Expertise required/ Domain Knowledge :
- 4 to 5 years experience at contact centre
No. of years of relevant experience : 2 to 3 years experience of monitoring and training up to 75 people
Any specific specialization/education : Graduation
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