Collections Trainer (Assistant Manager)

Role & responsibilities

• Conducting new hired induction batch
• Conducting Process update session & Refresher Training session for a group of contact center agents
• Responsible for identifying process/product/ system knowledge/skills gaps by taking proactive initiatives of Product / process/ system knowledge test, Group discussion with agents, agent feedbacks, Q & A sessions, interviews
• Coaching bottom performer agents and fill knowledge/ skill gaps
• Conducting mock certification of trained new trained man power
• Creating content based on the Training needs identification Skills/ knowledge gap feedback received from operations and Quality.
• Identifying Training needs in order to fill knowledge/ skill gaps
• Coaching objection handling and sales skills to the new-existing agents
• Conducting effective coaching session with individual as well as group to share feedback on audit conducted
• Conducting briefing & dip check session

Maintaining all the learning and development activities data and Reports

Preferred candidate profile

** DRA certification is mandatory

Applicants should possess the following attributes:

Work Experience

• Min 3 year of experience working in contact center trainer in Banking domain preferred

Technical Skills

• Team management skills
• Subject matter expertise
• Coaching and Training Skills
• Content development
• MS office skills (Excel, PowerPoint, etc.)

Behavioral Skills

• Excellent verbal, written Communication skills
• Eye for Detail - Ability to identify potential failure modes as far as competence is concern
• Analytical and Problem solving ability
• Good interpersonal skills
• Learning oriented
• Value integrity, Respect, customer centricity
• Adoptability to a fast – paced changing environment