Specialist-Phone Banking Training
ConfidentialBengaluru / Bangalore30+ days ago
Job descriptionEnsure trainees are handling calls & providing 100% accurate resolution on calls Query and doubt handling Escalation handling Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently Provide guidance on how to escalate complaints / disputes within the organization Publish Training calendar and other reports as defined within timelines Ensure adherence to process and audit requirements Coaching and feedback sessions for Trainees and existing staffs Maintain schedule adherence of trainees Manage NHT Attrition Identify training gaps and ensure team members are up to date with products and procedure Coordinating with business teams to get the latest feedback and updates Ensure adherence to training man-days / mandatory training programs for self and self Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank
KEY DUTIES & RESPONSIBILITIES OF THE ROLE
Business / Financials
- Ensure all trainings are done as defined within timelines
- Ensure Training SLA and certifications are Met
- Handle NHT and provide support as required
- Responsible for New joiners performance
- Manage New joiners attrition
- Update and manage training content
- Conduct call calibrations with External and internal stakeholders
- Conduct call listening activities
- Identify training and developmental needs and drive suitable training initiatives
- Enhance employees' skills, performance, productivity and quality of work
Customer (Both Internal & External)
Internal Process
Innovation & Learning
Skills Required
Instructional Design, Curriculum Development, Training Delivery, training needs analysis
Create a job alert for this search
Banking • Bengaluru / Bangalore