Description Location Role Location Turbhe Partner Location Chennai Travel The role involves travel to partner locations and other business sites as required Department Training Development Customer Experience Reporting To Training Manager CX Manager Experience 35 Years Industry NBFC BFSI Contact Centre Education Any Graduate Key Responsibilities Deliver newhire refresher and remedial training on products processes CRM SOPs call flows escalation matrices and scripts Ensure 100 communication and coverage of all product process updates on the floor maintain coverage MIS attendance assessments and pendingclosure trackers Handhold partner trainers through trainthetrainer sessions teachbacks classroom observations coaching and content support Manage the complete OJT journey from Day 1 until handover to Operations including schedules attendance daily performance RAG status calllistening observations coaching records assessments and final certification reports Identify training needs through QA findings floor observations selfidentified call listening customer feedback and performance data Conduct call listening live barging mock calls role plays calibrations sidebyside coaching and realtime feedback Coach advisors on customer handling FCR NPS retention objection handling empathy ownership and communication skills Track training effectiveness through pre and postperformance metrics such as Quality NPS FCR AHT talk time conversion productivity and process accuracy Collaborate with Operations Quality Workforce Product and other stakeholders to align interventions with business requirements Create and update presentations facilitator guides FAQs assessments quickreference guides and training dashboards Required Skills Excellent communication presentation and coaching skills Experience in contact centre training OJT call monitoring and MIS Proficient in MS Excel PowerPoint Word CRM and LMS Strong analytical and stakeholder management skills NBFC BFSI domain experience preferred Additional Details Number of Vacancies 2 Locations o Turbhe Kurla Candidates should be flexible to travel between both locations Travel reimbursement will be provided Bus facility is available from Turbhe and Kopar Khairane stations o Chennai Working Days Monday to Friday Alternate Saturdays Off Working Hours 9 30 AM to 6 30 PM Gender Preference Male Female Interview Process FacetoFace Age Criteria Up to 40 years Contract period autorenewable or not 1 year Can be renewed with evaluation On Third Party Payroll Talisman HR Interested can share updated cv hidden email Whats app hidden mobile .
