Lead Associate Process Training Noida REF89097H
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Key Responsibilities
Training Delivery
Conduct induction and process training for new hires across voice and non-voice functions.
Facilitate refresher and upskilling sessions to address performance gaps.
Deliver training using blended methodologies (classroom e-learning simulations role plays).
Content DevelopmentDesign training modules SOPs and assessments tailored to blended process requirements.
Create job aids FAQs and quick reference guides for agents.
Continuously update training content based on client feedback and process changes.
Performance Management
Monitor trainees progress through assessments call evaluations and case studies.
Provide coaching and feedback to improve communication accuracy and customer handling.
Track training effectiveness using KPIs (accuracy % CSAT AHT FCR etc.).
Stakeholder Collaboration
Partner with Operations Quality and HR teams to align training with business goals.
Support client calibration sessions and incorporate feedback into training design.
Act as a subject matter expert (SME) for process-related queries.
Team Leadership
Mentor and guide Process Trainers to ensure consistent delivery standards.
Manage training schedules resource allocation and reporting.
Drive continuous improvement initiatives in training methodology.
Qualifications :
Required Skills & CompetenciesStrong facilitation and presentation in both voice (customer service communication empathy) and non-voice (transactional accuracy email/chat etiquette) to design and deliver blended learning in MS Office LMS platforms and call monitoring skills to measure training effectiveness and recommend & ExperienceBachelors/Masters degree in any discipline (preferably Communication Business or HR).57 years of experience in process training within a BPO environment with at least 23 years in a lead in handling blended processes (voice non-voice) is to client interaction and calibration sessions preferred.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Internship
- Coaching
- Information Technology Sales
- Administration Support
- Financial Planning
About Company
WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable busin ... View more
