Trainer Coach - 159384 - B2 - Gurgaon/ Noida Full-Time

Process Training, Preferred CS voice and Webchat4-8years

Any Graduate/Post Graduate

Reporting to a Team Manager (Training), the candidate will be accountable for the implementation of new training strategies, plans, and processes to meet business objectives and conduct domain and client-specific training.

Responsibilities: -

Planning

Work with Training Manager, onshore training counterparts, and other Assistant Managers to ascertain quarterly domain learning requirements

Coordinate with stakeholders to consolidate training needs and publish a training plan outlining coverage targets /locations, etc.

Creating implementation strategies on training delivery, reporting, and learning plans with a co-facilitator

Getting a signoff from stakeholders/client partners on the proposed plan & on reporting on the proposed plan & on reporting (effectiveness measurement of learning intervention) effectiveness measurement of learning intervention.

Training Delivery & Support

Training delivery on Medical and Health Benefits, Defined Contribution and Defined Benefits preferable.

Training on Tools (CSPRO, TBA, Knowledge Central, U-Point, Assist, ALIS)

Understand business requirements on domain and contribute to module creation and customization

Conduct training refreshers and domain boot camps

Understand virtual training environment, virtual training delivery, engagement, and reporting

Training on the client-specific domain, execution of floor support strategies (keeping business requirements in mind), and reporting

Ongoing Learning & Training Needs Identification and Analysis

Conduct classroom observations for new trainers and mentor them as per need

Deliver BI – Train the trainer for new domain trainers and support other preparatory activities

Handle day to day batch management

Measures pre and post-performance improvement of new batches as well as aligned colleagues from the businesses

Conduct Teach back sessions for new trainers

3.MIS & Data Management

Compile, track and report metrics to measure training effectiveness (Learning plans, course completions)

Creating & Maintaining Schedules, Learner status report, Attendance, Assessment, and Results

Collation and analysis on participation, behavior, Schedule adherence, and Tardiness

Analysis of the mock calls for learners (Call Flow & Domain Knowledge)

Stakeholder Management

Ensure that delivery expectations are clarified for any ad-hoc requests and business is informed of delays in advance

Keeping business informed about the performance and progress of the batch with regular updates/reports

Raising red flags in a timely manner to mitigate any delivery risks

Team Responsibilities

Openness to share and learn best practices from other trainers

Focus on delivering as a team while executing individual responsibilities

Maintain schedule adherence (leave planning, shift timing, mobility across Noida & Gurgaon, batch schedules)

Openness to share/receive feedback and work on the same

Take & demonstrate ownership/accountability of assigned tasks

Participate in monthly performance/progress review with business leaders/Team managers

Additional Info:

Aptitude towards Quality Control (maintain Quality metrics as per client standards)

Facilitation Skills: Should possess excellent facilitation skills.

Adaptability to different styles of training and execution (understanding learner’s ability and culture (US/Canada)

Mentor new hires and onboard them

Coaching and feedback skills: should possess excellent coaching and feedback skills

Good communication skills (both written and verbal)

Proficiency with MS Office, MS Excel Advanced, MS Word, and PowerPoint

Has experience in reporting out data or creating dashboards.

Education, experience, and preferred skills

Total work experience should be 4 years or more (after Graduation in any discipline)

Experience in Customer Service – Preferably U.S. process

Experience in US Benefits domain training (preferably – Medical & Health Benefits, Payroll, HR benefits, etc.)

Other Details