RB|OCC|Trainer

About Outbound Contact Center: Outbound Contact Center engages with the Axis Bank customers and prospects, virtually, through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via crossell and upsell. The Outbound Contact Centre supports the respective Line of Business to achieve and exceed dial targets through effective use of communication skills and envisages to provide a differential customer experience. About the Role: Training role requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships partnering with all stakeholders for execution of the training strategy at the centers. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever-changing environment. The Trainer needs to enhance the competencies of individual employees by designing and conducting training programs that will enhance productivity Key Responsibilities: Implement the Training solutions designed for product, process, soft skills and behavioral training at the center Train the new recruits on product and process/soft skills/voice and accent, conduct certifications within the defined time frame and ensuring the throughput meets the desired levels. Handhold, support and guide new joiners during training and on job training, to ensure low attrition, high knowledge levels and desirable productivity. Deliver functional and behavioral training programs as per the prescribed delivery plan, with high delivery standards and ensure Employee Training Coverage as per defined levels. Identify training needs across all lines of business in collaboration with the Quality Assurance team and conduct refreshers and other interventions to improve productivity, accuracy scores and knowledge levels. Conduct Training Need Analysis for the bottom Quartile agents and coach team members on PIP /BQ Engage stakeholders through calendarized meetings and other forums to discuss training needs and arrive at action plans to improve knowledge levels, customer engagement skills to improve overall productivity, quality scores and customer experience ratings Support the Curriculum team in Content Creation on Process and Product and maintain the version control document Prepare Training reports by collecting, analyzing and summarizing information and trends implementing corrective and preventive actions. Ensure availability of the required reports to each stakeholder Ensure the required support is available to the frontline resources in the absence of their team leads/ managers or otherwise. Create engagement programs focused on employee development and creating a culture of learning Manage and participate in projects involving communication initiatives, system or product enhancements, root cause analysis, and workflow redesign. Qualifications: Optimal qualification for success on the job is: Graduation from a recognized institute Exposure to BFSI and/or contact center services Experience in Outbound Sales preferred. Awareness of Product, Process training in the Financial Services Industry highly preferred Minimum 2 years of experience in a relevant role Role Proficiencies: For successful execution of the job, the candidate should possess the following: Knowledge Retail Banking domain knowledge Understanding of Financial products, the environment, markets etc. Understanding of Outbound call center operations / virtual relationship management Familiarity with e-learning platforms and practices Skills MS Office skills Excellent communication skills - verbal and written communication Interpersonal skills Training Delivery Skills Planning, decision making and prioritization skills Abilities Ability to work under pressure and/or in unstructured environment Dealing with complexity / Ambiguity