Training Officer

Conduct new hire training and soft skills / Negotiation skill training

Should complete monthly cyclic activities including refresher training, update training and PKT

Sensitize to training needs / understand learning requirements of different learning groups

Liaison with the Quality and Operations to identify, screen and execute process improvement plans

Ability to execute training tasks / assignment on short notice

Interested to deliver and contribute towards process improvement

Take accountability for new hires performance during the OJT period, including attrition

Roles and Responsibilities

Conduct new hire training and soft skills / Negotiation skill training

Should complete monthly cyclic activities including refresher training, update training and PKT

Sensitize to training needs / understand learning requirements of different learning groups

Liaison with the Quality and Operations to identify, screen and execute process improvement plans

Ability to execute training tasks / assignment on short notice

Interested to deliver and contribute towards process improvement

Take accountability for new hires performance during the OJT period, including attrition .

FUNCTIONAL / OPERATIONAL :

Monitor calls of each advisor every week ,during OJT and provide immediate feedback to the advisors in case of failed call.

Provide regular feedback to Team Members regarding the performance of the team and any issue that needs escalation.

Document the feedback signed off by the concerned parties.

Monitor calls across teams (cross monitoring) every month.

Nominate and groom floorwalkers amongst the team regularly.

Conduct process refreshers and Policy refreshers.

Nominate advisors to conduct buzz sessions.

Handle all escalation calls for the team.

Sharing good calls & bad calls , creating product level FAQ’s .

Nominating hall of fame & hall of shame for OJT Batch .

Conduct buzz sessions for any updates and share new information with the team including the targets for the day.

Check the login schedules.

Manage attrition through regular communication with advisors and tracking EWS through changes in behavior, performance and attendance.

Preferred Skills :

Strong communication skills in English

Critical Competencies :

Customer Service

Good analytical skills

Must be very good with data representation

Must be very good with MS Excel

Time Management

Ability to multi-task