Eligibility Experience:

·         Minimum 04 – 06 years of BPO - Voice and Back Office Experience in Online retail customer service

·         Minimum 02 years in Training & Development

·         Minimum 01 years in Team Manager role

Skill Set Requirement:

·         Strong Customer Service Attitude

·         Excellent communication skills – Written and Verbal

·         Strong experience in Training Delivery on Product, Process, Systems and Soft Skills/Customer Centricity in online marketing customer service support

·         Team management experience in Training Operations and Training Delivery

·         Conflict resolution skills

·         Analytical thought Process

·         Knowledge of sales and upsell

·         Working knowledge of Content Development

·         TNI and TNA Understanding and implementation

Principal Duties and Responsibilities:

·         Implementation of the Training policies

·         Managing complete training lifecycle -Training Calendar, Roll-out, Feedback, Control Mechanism, Analysis and Reporting along with classroom delivery

·         Training Delivery, Operations and Solutions

·         Training NHIT Batches and refreshers as and when required

·         Develop Action plans and report out the improvement process

·         Assessing the quality of training, adherence to training plan, schedules, content and delivery

·         Coordinate training and maintaining records

·         Certification closure for the New Hires as per the standards and expected output

·         LMS reporting

·         Training and Induction of newly joined Employees

·         Creating awareness on new product launches

·         Involved in developing short term training capsules based on specific needs of the business or new product launches

·         Strong Experience in implementing data analysis and sharing findings without getting under any influence

·         Analyze Audit data, Compliance, Communication & Process related data

·         Participate in calibrations to ensure consistent scoring & feedback delivery approach

·         Support floor Training Initiatives: Resolution & Communication /Vitality Trainings etc.

·         Monitor calls on Communication, Soft Skills, and Process & Compliance Parameters as and when needed

Job Orientation:

·         Team Manager, Direct reporting to Training Leadership for Business (Deputy/Group Manager)

·         Direct Control Area: 01 Lead Associate Training

·         2^nd Level Control Area: None

Important Notes:

·         6 Days Working

·         Rotational Shifts

·         No Transport

Travel:

·         Minimum 0%; Maximum 25%

Domain:

·         Customer Service Support - Online Retail

Education:

·         UG - Any Graduate - Any Specialization

·         PG - Any Postgraduate - Any Specialization

Location: Mahape, Mumbai