Job Description

: Brief Overview of the Role This role enables knowledge transfer by undergoing product/process/systems training and delivering the same to the new joiners in the specific process. Primary Responsibility The primary responsibility of this role is to: ? Enable knowledge transfer solution ? Undergoing product/process/systems training & creating training /process documents ? Maintaining training MIS ? Delivering the same to the new/existing joiners in the specific process. ? Delivering feedback & coaching new hires post completion of training ? Enabling process improvement

• Conducting Process knowledge tests

Performance Parameters Performance Management ? Training Delivery & throughput ? Training Effectiveness ? Content Development and Update ? Schedule Adherence ? Process improvement - AIM ideas People Management ? Attrition Role Responsibilities ? Training Delivery to on boarders. This includes new hire and refresher training delivery. ? Handhold and provide floor support to agents through the initial days of Production ? Design and/or prepare training/instructional materials, teaching aids and devices ? Ensure all training activities and material meet with relevant organizational and statutory policies ? Creation and update of Process Training modules ? Regular assessment /monitoring of agents to provide constructive feedback ? Training Need Identification for his / her respective process and scheduling of refresher trainings thereof ? Organize training venues, logistics, transport, as required to achieve efficient training attendance and delivery. ? Maintain and create Training MIS and reports ? Ensure adherence to established attendance schedules ? Any other essential function that may occur from time to time as directed by the Supervisor. ? This includes and is not limited to performing the role of an associate and SME as per business need ? Research methods, techniques, and/or sources of information for relevant training and developmental deliverables Primary Internal Interactions ? Training AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support. ? Training Manager / LAM for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance ? Associates for the purpose of up-skilling them on process-related updates, coaching, mentoring & providing assistance and support when required. ? QCA for the purpose of associate performance feedback and audit in order to update the training curriculum ? Operations AMs for the purpose of TNIs, feedback and inputs provided on floor support and any other training intervention for BAU purposes Primary External Interactions ? Client trainers, SME?s for the purpose of developing and updating training curriculum, provide feedback on training and discussing specific action plans. ? Escalation teams at the client end for the purpose of seeking clarifications & answering queries ? Pre Process Team for the purpose of ensuring smooth transitioning into the Process Training phase ? Recruitment for the purpose of new joiner details ? Compliance team for the purpose of documentation from audit perspective ? HRSS and Payroll team to coordinate during new hire onboarding Minimum Qualification Total of fifteen (15) years of education including, at a minimum, (i) a degree from a university or Government-recognized private college degree program of three (3) years or more, or (ii) a diploma of three (3) years or more from a Government registered and nationally recognized educational institution providing diplomas in the hospitality, tourism or travel industry. Minimum Experience External- Desirable work experience is of 2 years in similar domain of which at least 12 months should be with pre-process/process/voice training delivery Internal- Desirable work experience of 1 year in current role of which minimum 9 months in the required process /domain Technical Skills (Minimum) ? Good Computer skills ? Hands on Experience on Power Point, Word and Excel ? Good keyboard skills ( 20 words per minute with 90% accuracy)s ? Proficiency in MS Office Technical Skills (Desired) ? Certified in Instruction Systems Design (ISD) Process Specific Skills (Desired) ? Knowledge about the Utilities industry in the UK ? Knowledge about UK Culture ? Product Knowledge and knowledge of systems / applications used. ? Knowledge of Compliance rules and regulations ? Knowledge of SLAs and Client metrics. (for internal hire) Soft skills (Minimum) ? Strong Communication Skills - clear written and verbal communication ? Strong customer service focus ? Strong Delivery Skills ? Team work ? Managing Self - Plans, priorities and schedules own work to ensure timely completion ? Coaching and feedback skills ? Adaptability - Maintains effectiveness despite changes to situations, tasks, responsibilities, and people Soft Skills (Desired) ? Self disciplined and result oriented ? Strong motivational skills ? Ability to lead in a continually challenging environment ? Ability to multi task ? Decision making capability. ? Data gathering ability / Eye for detail ? Demonstrate flexibility and urgency to handle pressure in a cross-cultural environment.

EXL Service