Role and Key Responsibilities:

• Deliver product training for domestic customer service.
• Design training curriculum using inputs from Operations, Quality & Clients.
• Knowledge management for the process.
• Keep up to date with product / process knowledge.
• Accountability for 0 – 45 days batch performance.
• Attend TTT conducted by clients.
• Conduct PKT and process refreshers on the floor.
• Bridge gaps in product, process, language, comprehension, and cultural aspects of the LOB
• Represent Concentrix on client calls and internal/external calibrations
• Work closely with OPS and Quality teams to design and execute action plans
• Responsible as per defined monthly/quarterly/yearly training scorecards and PLA
• Responsible to manage the training throughput and performance
• Create, manage and update the training content for respective LOB’s on different tools
• Manage/create process SOP’s and training refreshers
• Manage training MIS for new hire batches and other training related work
• Contribute to process improvement ideation and initiatives
• Responsible for all risk management and compliance activities as applicable to thisrole

Key skills & knowledge:

• Good facilitation skills
• Should be a Team player.
• Languages – English and Hindi
• 5 days working and should be open for rotational offs.
• Good with MS Office.
• Experience in preparing TNI & TNA