Trainer

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Employer: Tech Mahindra
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Timisoara
  • Updated at: 24.09.2021

    Tech Mahindra: Who are we?
    We are Tech Mahindra GmbH and we drive technological progress: whether AI, everyday automation or cybersecurity - TechM plays a leading role in the IT are looking for a Trainer * in Timiş inductions for New Hire batches. Responsibilities

    • Responsible for conducting pre-process and process training to new hires and evaluate their performance based on their competencies.
    • Training new advisors before they go live, for voice and accent, application and product, and Business Communications.
    • Maintain attrition and throughput as per process guidelines.
    • Rostering and tracking planned and unplanned leaves.
    • Resolving and escalating trainee concerns and issues.
    • Coach and counsel wherever needed.
    • Document Training reports and trackers
    • Conduct Pre & Post assessment to identify any red flags (if any).
    • Provide feedback to specific areas of opportunity.
    • Provides Training Needs Analysis
    • Coach associates on DSAT with a clear understanding of process requirement
    • Conduct regular audits to check training effectiveness
    • Conduct Recursive Training based on the Training Need Identification/Analysis received from Operations/Quality
    • Helps in creating training modules/curriculum
    • Other tasks that may be required/assigned by the supervisor/manager as required by the business
    • Identifying Red Flags (Poor Performers) and formulating an effective action plan.
    • On-floor training. Monitoring and auditing the calls. Coaching the advisors on the floor.
    • Keeping track of their performance.
    • Attend client calls for discussions on the performance of advisors, CSAT, Bottom quartile.
    • Advisors, Action Plan, Call Calibration, Weekly dashboard updates.
    • Taking live calls 8 Hrs. /Month to ensure they are up to date with ground-level issues.
    Requirements
    • Candidate must possess at least a Bachelor's/College Degree, any field.
    • At least 1 year of working experience in the related field is required for this position.
    • Experience in handling a Retail program is preferred
    • Excellent written and verbal communication skills
    • Must possess good presentation skills.
    • Excellent Organizational and planning skills.
    • Good understanding of Group Dynamics (diversity).
    • Experience in MS Office applications like Word/Excel/PowerPoint.
    • Analytic and Results Oriented.
    • Excellent written and spoken
    (Native or near-native):Europe: German, French, Additionally English
    • Strong experience in presentation skills
    • Computer literate/Tech Savvy with a minimum typing skill of 30 wpm with 90% accuracy.
    • Excellent communication and customer service skills.
    • Experience in the Retail industry.
    • Hands-on experience in back-office activities – Live Chat and Social Media
    *We are happy about every application - your gender, age, origin, religion or sexuality do not matter. Networked togetherness. That is Tech Mahindra.