Job Description
Role Purpose
The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team.
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Responsibilities:
1. Monitoring and reporting on the effectiveness of training programs and implementing remediation programs.
2. Completes certification courses prior to conducting first training session.
3. Adheres to Agent and/or Representative training schedule and curriculum.
4. Delivers training assessments to trainees.
5. Train the New entrants on Process & Product knowledge.
6. Analyze the Coaching / Training needs of the new entrants & support them in delivery.
7. Conduct refresher/remedial training
8. Support floor Training Initiatives: Resolution & Communication /Vitality Training.
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Qualifications:
- Bachelor's Degree or equivalent
- Overall 2 years experience in the contact center and minimum 1 year experience as a trainer, preferably in a retail domain
- Understands processes in handling new hire training and refresher courses for new hires and regular agents
Experience: 1-3 Years.
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.