A Trainer maximizes contact center representatives' effectiveness by ensuring representatives have a thorough knowledge of products, services, can effectively use closing skills, resolve problems and provide positive customer experience to existing and potential customer base. Job Duties and Responsibilities: - Plans, conducts, coordinates, and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff, and individuals who seek one-on-one assistance. - Prepares new representatives by conducting a training session on service processes; developing individual coaching plans; providing resources and assistance and scheduling ongoing training. - Determines training needs by observing training needs and customer experience results reports; conferring with management. - Develops individual results by providing coaching; conducting training sessions; developing outcome improvement resources. - Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions. - Engages in all customer service delivery tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities. - Thorough understanding of competition within industry and new product development and launches. - Performs all other duties as required. Required Qualifications : - A graduate/PostGraduate in any stream - Excellent presentation skills (verbal and written), as well as ability to motivate, teach and inspire staff. - Operational knowledge of MS Office: Excel, Word and PowerPoint. - Ability to develop training and methodology programs that are unique to the organization's goals. - Customer service training experience (minimum of 3 years in industry or related field). - Ability to problem-solve. - Strong analytical and decision-making skills. - Self-development skills. - Ability to handle multiple projects and prioritize.

Bangalore

Senior Specialist - Training - BFSI 

Senior Specialist - Training - BFSI  ,Job Description for Senior Specialist - Training - BFSI  in Derive Management Solutions Pvt Ltd in  Bangalore for (4-9) years of experience. Apply Now!

Job Description for Senior Specialist - Training - BFSI  in Derive Management Solutions Pvt Ltd in  Bangalore for (4-9) years of experience. Apply Now!