Trainer

Tech Mahindra: Who are we?
We are Tech Mahindra GmbH and we drive technological progress: whether AI, everyday automation or cybersecurity - TechM plays a leading role in the IT are looking for a Trainer * in TimiÅŸ inductions for New Hire batches. Responsibilities

• Responsible for conducting pre-process and process training to new hires and evaluate their performance based on their competencies.
• Training new advisors before they go live, for voice and accent, application and product, and Business Communications.
• Maintain attrition and throughput as per process guidelines.
• Rostering and tracking planned and unplanned leaves.
• Resolving and escalating trainee concerns and issues.
• Coach and counsel wherever needed.
• Document Training reports and trackers
• Conduct Pre & Post assessment to identify any red flags (if any).
• Provide feedback to specific areas of opportunity.
• Provides Training Needs Analysis
• Coach associates on DSAT with a clear understanding of process requirement
• Conduct regular audits to check training effectiveness
• Conduct Recursive Training based on the Training Need Identification/Analysis received from Operations/Quality
• Helps in creating training modules/curriculum
• Other tasks that may be required/assigned by the supervisor/manager as required by the business
• Identifying Red Flags (Poor Performers) and formulating an effective action plan.
• On-floor training. Monitoring and auditing the calls. Coaching the advisors on the floor.
• Keeping track of their performance.
• Attend client calls for discussions on the performance of advisors, CSAT, Bottom quartile.
• Advisors, Action Plan, Call Calibration, Weekly dashboard updates.
• Taking live calls 8 Hrs. /Month to ensure they are up to date with ground-level issues.

• Candidate must possess at least a Bachelor's/College Degree, any field.
• At least 1 year of working experience in the related field is required for this position.
• Experience in handling a Retail program is preferred
• Excellent written and verbal communication skills
• Must possess good presentation skills.
• Excellent Organizational and planning skills.
• Good understanding of Group Dynamics (diversity).
• Experience in MS Office applications like Word/Excel/PowerPoint.
• Analytic and Results Oriented.
• Excellent written and spoken

• Strong experience in presentation skills
• Computer literate/Tech Savvy with a minimum typing skill of 30 wpm with 90% accuracy.
• Excellent communication and customer service skills.
• Experience in the Retail industry.
• Hands-on experience in back-office activities – Live Chat and Social Media