Job Purpose: To ensure performance coaching (60% of time) of all outsourced front end teams through constant observation, monitoring and on-the-job training & to ensure training delivery (40%) to all outsourced front-end teams as per the schedule & specification by constantly identifying training needs through tracking the new hires, training path audience, product/process/ system rollouts, Interaction audit input, performance coaching, customer feedback etc.  Job Context:   - Wide Length & breadth of service centres circles   - Number of new hire induction training is high due to high attrition and scattered joining of employees.   - Number of process & product trainings is high and knowledge has to be impacted to customer facing teams within a short span of time.   - Non-availability of service centre teams out of their workplace for trainings as the number of frontend teams are limited to 1 or 2.   - Existing concept of training is mostly classroom sessions.   - Non availability of Technology based training platform for delivery (Interactive Video, VOIP, Virtual, webinars etc)  - Non availability of self learning modules  - Non-availabilities of training instances  Major Challenges:   - Only trained employees to attend to the customers.  - Extensive travelling to service centers to observe front end teams and provide on the job training.   - Extensive travelling with the field staff to observe front end teams and provide on the job training.   - Wide Span of the business in terms of length and breadth of service centers and wise   Key Result Areas/Accountabilities: 	 Timely Training Delivery of New Hire Induction, Product, Process, Systems & Soft skills.   (Training audience Includes - Staff of Service Centre, Collection, CPV, Documentation, Document Collection, Warehouse, Retention)  - Coordinate with Service Delivery vertical heads to track new hires joining dates.   - Track all outsourced staff schedule for learning path.   - Track training schedule for all Product, Process & System rollouts.   - Ensure timely training delivery & certification to the audiences is as per the schedule, specifications & guideline shared by corporate office.   - Ensure to use the latest & updated version of the training modules.   - Attend all TTT programs from corporate /circle team.  To ensure performance coaching of all outsourced teams as per the performance guideline.   Training Methodology:   - Service Centre : 40% classroom training & 60% performance coaching  - Others-80% classroom training & 20% performance coaching 	 - Plan, schedule & allocate for performance coaching for o/s team as per the guideline & matrix shared.  - Extensively travel & visit all the allocated service centers & travel along with Field Staff as per the defined schedule :   - To monitor & observe the teams handling and interacting with customers.  - Make note of all the areas of improvement as per the checklist.   - Provide on-the-job & one-on-one training basis the areas of improvement.   - Monitor & observe the team as per the schedule to check the improvement basis the on-the-job training.   - Share progress report of specific agent to the service center coordinator or the respective VHs.   - Visit warehouse, documentation agencies etc & monitor & observe their work.   - Identify the areas of improvement as per the process defined or as per the non-value added activities or loopholes.   - Provide on-the-job training to the teams.   - Share the report with SD vertical heads & trainers. Discuss the need for any additional or revised training modules from corporate.   - Plan for refresher trainings & deliver the trainings as per the schedule finalized with the circle trainer & SD vertical heads.   - Plan for performance monitoring basis the trainings and inputs given.   - Share the final report with the circle trainers & SD vertical heads.   Conduct Training Need Analysis & feed into corporate training team for improvement:  - Conduct periodic training need analysis:   - Audits report analysis  - Quality report analysis  - Customer feedback & complaints  - Survey Analysis- Mystery audits, CSAT, PES etc.   - Close performance tracking through observation.   - Conduct refreshers on existing training modules if applicable.   - Share the training needs/inputs with the corporate training team for new training content.  - Ensure rollout of all training needs through proper tracking & monitoring of all requirements.  Monitor & measure the effectiveness of the trainings provided with suggestions on areas of improvement. 	  - Measure training effectiveness through analysis of areas specified below and share areas of improvement with suggestions.   - PRB audit report  - Mystery audit report  - CSAT report  - Training feedback form  - Observation  Ensure successful ISO audit on the Training related areas: 	 - Maintain ISO catalogues with all training related MIS/dashboards as per the standardized format shared.   - Ensure adherence to all training related processes.   - Any deviation has to be tracked through signed-off deviation note.   - Maintain records as per the guidelines as per the standardized guidelines shared.

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Idea - Process Trainer 

Idea - Process Trainer  ,Job Description for Idea - Process Trainer  in Idea Cellular Ltd. in  UP Others for (5-10) years of experience. Apply Now!

Job Description for Idea - Process Trainer  in Idea Cellular Ltd. in  UP Others for (5-10) years of experience. Apply Now!