The core responsibility of this role will be to conceptualize, design, deliver, and improve process/product-focused training for customer-facing representatives and other trainers.
Responsibilities
- Design and facilitate high-quality Product/CRM-focused training for new and existing employees
- Develop/refresh teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, eLearning modules, and reference works
- Implement testing measures to evaluate progress and effectiveness of training
- Develop and maintain strong working knowledge of various PhonePe products and features.
- Create and administer knowledge-checks to assess training needs
- Create and update process documentation; proactively identify such needs
- Keep on top of customer satisfaction and internal quality research findings and come up with actionable deliverables (e.g. creation and facilitation of training modules)
- Conduct Training Need Analysis as and when required
Attributes of an ideal candidate:
- Detail-oriented with capacity to organize and prioritize among multiple projects
- Exceptional presentation skills utilizing a variety of channels/methods
- Can develop meaningful inter-team relationships. Can collaborate with other trainers/coaches across locations, to bring in new ideas and meet challenges effectively
- Should have well-developed capacity to embrace change with consistent positivity and appropriate sense of urgency
- Can effectively utilize Flipped Classroom and/or Virtual Instructor Led Training methods
- Keeps him/herself informed about new developments, methods, and techniques related to the Training domain
- Has the ability to create and sustain a high energy environment during training, over long periods of time
- Always willing to go above and beyond to make training efforts more successful and engaging
- In tune with social media platforms/trends, especially in the context of Customer Experience, Technology companies and current affairs
Requirements:
- Fluent in written and conversational English
- Bachelor's/Master's Degree preferred; equivalent experience can be considered.
- Minimum 6 years- overall experience. Training experience in Product, CRM, and/or Process is required. Experience in auditing/coaching customer-facing representatives will be a plus.
- Experience in client/vendor management will be a plus.
- Good understanding of and experience in utilizing ADDIE framework and Adult Learning
Principles :
- Ability to multi-task and prioritize, with strong organizational and stakeholder management skills
- Familiar with CRM systems, commonly used software applications and process workflows/standard work templates
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