Assistant Training Manager

Job Description

Role Definition

A Trainer is responsible for conducting New Hire communication training in a classroom setting. They will also provide feedback and coaching to agents on their communication skills and spoken English. Additional responsibilities include conducting audit transactions for agents, following guidelines set by the client or TT.

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Roles and Responsibilities:

• Structure onboarding training requirements, including Pre-Process, Process, and Customer Visits.


• Ensure all new employees complete the defined new hire learning path for their respective roles.


• Participate in and lead Knowledge Acquisition and Knowledge Transfer activities for transitioning accounts, collaborating with clients and stakeholders to document and transfer process knowledge to the operations team.


• Support new hires during OJT Training and go-live.


• Manage and provide refresher and remedial training for existing employees.


• Maintain trainee data and information in the central repository to ensure audit readiness.


• Generate training reports regularly.


• Provide feedback and coaching to analysts.


• Analyze training needs for employees and serve as the single point of contact for any training requirements.


• Own account-level training metrics.


• Adhere to training guidelines defined by the Business Unit training function.


• Collaborate with operations to bridge gaps during training.


• Proactively provide training interventions and guidance to leadership, focusing on metrics and business impact.

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Skills Required

• Proficiency in MS Office (Word, Excel, PowerPoint)


• Familiarity with local communication nuances and potential language errors


• Excellent spoken and written communication skills, including a strong understanding of functional grammar and MTI (Mother Tongue Influence)


• Strong training and rapport-building skills


• Exceptional organizational skills and a methodical approach to tasks


• Ability to provide constructive feedback and coaching


• Strong analytical, reading, learning, and research skills


• Demonstrated customer service skills

Eligibility

• Mandatory Graduate


• At least 3 yrs of Trainer Experience