Contact Center Specialist - Mumbai, India - HR Yaar

    HR Yaar
    HR Yaar Mumbai, India

    1 week ago

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    Description

    Designation : CONTACT CENTER TRAINER

    Job Overview:

    The contact centre is the first touch point for any patient reaching out to us for a service and the journey of excellent patient experience starts here. The role of the trainer will be managing all training needs end to end. The incumbent will work closely with the stakeholders to understand the training requirements of our agents (communication, process/ any other) and deliver the training programs to the agents. Details of the role are mentioned below

    Qualifications:

    · Proven experience as a Contact Center Trainer is a must.

    · Strong understanding of adult learning principles

    · Excellent presentation and facilitation skills with the ability to captivate and inspire an audience.

    · Strong interpersonal skills and the ability to collaborate effectively with diverse teams.

    Responsibilities:

    · Identify and assess future and current training needs of the Employees, End to end process, skill & knowledge.

    · Draw an overall training and development plan that addresses needs and expectation of the Sales force.

    · Create modules focusing on sales & soft skills, communication etiquette, problem-solving, conflict resolution, and patient/customer engagement.

    · Conduct effective induction, orientation and training sessions. New Hire Training, Certification and OJT.

    · Train callers on handling challenging situations, managing complaints and exceeding patient/customer expectations.

    · Provide constructive feedback basis call listening session and Quality TNA reports to callers on their performance.

    · Monitor and evaluate training program's effectiveness, success and report on them.

    · Analyze training effectiveness and make continuous improvements based on feedback and results.

    · Conduct periodic Training Needs Analysis to identify skills gap and come up with effective solutions and Training plans for the same.

    · Develop and implement tailored sales & customer service programs.

    · Instill a customer-centric mindset among our tele callers.