Job Posting Details
About Firstsource Solutions Ltd
We are a leading Business Process Management (BPM) company, providing customer-centric business process services. Our network of delivery centers are spread across India, the Philippines, Sri Lanka, the UK and the US.
Summary
Training on the processes of the client to the Customer Support Agents and team leads. Additionally, conduct refresher training as identified by the operational management. Enrichment training of areas such as soft skills will be a key role for this position.The training role will be involved in training and developing new employees at the company induction and operational levels. It will be necessary for the Training facilitator to become accredited in client methodologies.
Responsibilities
* Undertake Train the Trainer program provide by Client and roll out to new hire classes * Review process training periodically ensuring updated procedures are put in place and communicated. * Ensure all training is regularly evaluated and provide results to the Training Manager and HR Manager for monthly review. * Assess relevant training needs for both individuals and the organization in line with process training and seek ways to enhance and develop training to cater for the individual’s needs. Introduce improvements as appropriate. * Arrange for the maintenance of all necessary equipment and materials relating to the effective delivery and measurement of training. * Manage trainees in line with company policies and procedures (i.e. attendance, timekeeping, performance mgt etc) * Develop self, and maintain knowledge in relevant field at all times. * Lead by example, be approachable, and demonstrate a “can do” attitude that will develop a team working culture to help us achieve the best results. * Any other additional tasks as and when assigned.
Ideal Candidate
**Experience & Skills:** * Minimum of 12 months previous experience within a call center. (strongly preferred) * Proven track record in training, mentoring or coaching preferably with contact center. * Proficient in the use of all Microsoft Office. * Managerial/Supervisory experience. (preferred) **Personal Qualities:** * Passionate about people and their development. * Excellent communication skills. * Conscientious and reliable individual who is self- motivated. * Friendly, energetic and approachable; can lead by example. * Open and trustworthy. * Enthusiastic with a positive, can-do attitude to work. * Ability to work co-operatively with others to complete tasks and implement process improvements.

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