Senior Executive - Process Trainer
Job Description:
Classroom Management/Modules/Up-training/Initiatives/Quality
- Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents
- Monitors and completes daily attendance tracking during the entire process training until nesting
- Formulates effective activities, exercises or assessments for learning improvement
- Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
- Ensure compliance to client and organizational policies and procedures
- Maintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agents
- Deliberate to identify new hires’ needs in training and nesting
- Monitor trainees’ post-nesting performance for the first 3 months after being endorsed to operations
- Deliver the training content/context based on the agenda/curriculum
- Demonstrate effective leadership to individuals including new hires and tenured agents
- Implement and demonstrate efficient training methods
- Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs
- Participate in client calls and visits with the supervisor’s guidance
- Collaborate with the quality and operations teams for process improvement
- Conduct team huddles and provide floor and online support on process updates
- Develop and implement an effective system for process updates as and when required by the process/clients
a management and information flow within the organization, ensuring accuracy, efficiency, and timely reporting.
Data Analysis and Reporting:
Analyze and interpret complex data sets to provide insightful reports for management.
Generate regular and ad-hoc reports as per organizational requirements.
Ensure data accuracy and integrity in all reports.
Database Management:
Maintain and update databases, ensuring data consistency and completeness.
Regularly review and cleanse databases to eliminate errors and discrepancies.
System Integration
Collaborate with IT teams to integrate MIS with existing systems for seamless data flow.
Troubleshoot and resolve any system-related issues affecting data accuracy.
Process Improvement:
Identify opportunities for process improvement in data collection, analysis, and reporting.
Implement changes to enhance efficiency and effectiveness of MIS operations.
Communication:
Liaise with cross-functional teams to gather data requirements and ensure alignment with organizational goals.
Communicate MIS findings and insights clearly to both technical and non-technical stakeholders.
Training and Support:
Provide training and support to end-users on MIS tools and systems.
Address user queries and ensure a smooth user experience.
Competencies Required:
- Ability to transfer knowledge, develop and motivate a team
- Understanding of end-to-end processes and appreciation of critical parameters
- Ability to work in a continually challenging environment
- Ability to communicate effectively to a variety of audiences
- Good written and verbal communication skills
- Great customer service skills
- Basic knowledge of MS Office – Excel, PowerPoint, Word
- Well organized; Strong organization and time management skills
- With good leadership background