Role and Key Responsibilities:

• Build and sustain professional and communication skills for advisors in NHT
• Identify Learning needs of agents/ any other learners/ business as a learning consultant
• Design training curriculum using the principles of Instructional Design
• Work closely with the CXHQ/VA team to use materials (e.g. recorded calls) from businesses in training and to customize training according to the Project/process.
• Observe and evaluate trainee performance during real time training sessions.
• Track and maintain trainee attendance and trainee certification records for audit purposes.
• Initiate and participate in the projects of the team and the department
• Conduct refresher or stratified training batches on NHT modules
• Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion                                                                         
• When not involved in batches, be willing to support National Command Center with the language assessments for hiring                                                                                                          
• Maintain key MIS related to all the above activities.

Key skills & knowledge:

• Experience in customer care (voice & non-voice) – oral and written
• Excellent communication and presentation skills
• Strong analytical and problem-solving skills
• Ability to work independently and as part of a team
• Ability to manage multiple projects and priorities simultaneously
• Knowledge of ADDIE is mandatory

• Must be from a sporting background
• Flexible to work in 24X7 environment (Night shifts & weekends based on scope)
• Clear understanding about Fantasy gaming and able to demonstrate the same
• Strong communication skills – English and Hindi - English verbal and written, Hindi verbal

Educational Qualification : Graduation