Fullerton India - Contact Centre - Trainer & QC - Collections Domain

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