Senior Facilitator - Capability Development
Mumbai, IN
Operational
· Conducts process refresher programs as and when the need arises Sources new programs to close gaps in
process and soft skills periodically
· Assessment methodology and results
· Designing modules – Creative thinking & use of tools
· People management
· Operate within allocated budget for floor drives and for initiatives
· Effective problem-solving and decision-making skills
· Intermediate knowledge on Excel and PowerPoint presentation
Key Performance Indicators
§ Deliver process training to the new hires
§ Conduct training sessions and refresher trainings on the floor
§ Conducting Mock calls / reports and role plays during the classroom training
§ Attrition Management – End to End yield
§ Managing trainee discipline & follow up on absenteeism
§ Share knowledge transfer of floor experiences
§ Manage trainee expectations during classroom training
§ Address all process related queries during classroom training
§ To ensure the whole batch clears the assessment and graduates to the floor
§ Updating reports
§ Preparing and updating the training modules as per requirements
§ To maintain a good training quality
§ Manage performance of trainees throughout the training and even during the initial stage of taking live calls /
emails and ensure good through-puts
Experience Required:
Undergrad /Graduate in any discipline with 1-3 years of work experience with some previous experience in a similar role(Any exception on work experience to be taken on email)
Preferred: Experience in BPO industry