Senior Process Trainer- Service Desk
- Tech Mahindra
- 3 - 8 years
- Hyderabad
- 3 months ago
- Email to a friend
- Report this job
Job Description
Role & responsibilities
- Facilitate engaging training sessions, both in-person and virtual, ensuring smooth training
- Process Trainer will analyze quality data to identify training needs
- Create customized content or training plan
- Track post training effectiveness, by observations and quality data
- Publish daily / weekly / monthly reports to stakeholders
- Maintain historical data for the associates trained
- Responsible for the performance of New Hires during the learning curve and extend coaching and support for improvement
- Update training materials/Manage Knowledge Management if required or as suggested by clients
- Collaborate with cross-functional teams to align training initiatives with project goals and deadlines
- To stay up to date with all process -related information for information for training purposes, and to handle calls/chats/emails or any other support activities related to their assigned projects
- Conduct performance improvement activities that include and are not limited to Refresher training, Call audits, TNI and help improve performance of the agents in BQM/PIP
- Track associates performance after training (0-90 days) to ensure effectiveness of training
- Actively do the call monitoring by listening to the agents calls (Recorded & live)
- Focused on task deadlines and aggressively drives completion within stipulated timelines
- Provide support to the training manager in establishing, measuring, and monitoring key training metrics
- Perform roles and responsibilities of Operations Lead/SME in case of business requirement.
- Provide Floor support/Floor Walk/Real Time on call support/Queue Monitoring for all agents in the project aligned.
Applicants Specifications & Qualification
- Experience in working in Service Desk Environment.
- Excellent Communication skills, Presentation and Interpersonal skills
- Ability to adapt to changing priorities, technologies according to business needs
- Ability to manage stakeholders and be responsive to business urgency
- Self-starter Must be able to start and manage multiple tasks at the same time
- Inclination for learning and passion for knowledge facilitation
Preferred candidate profile
1. Technical Background (Strong technical background in IT Service management, with experience in service desk operations)
2. Good Presentation and training delivery skills
3. Should also be familiar with various ticketing systems, cybersecurity principles, and remote support tools
4. Proven experience in designing, developing and delivering training programs
5. Prior experience in maintaining and analyzing historic training data is highly desirable
Experience in Creating SOPs and Knowledge Base Articles
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Technical Support - Voice / BlendedEmployement Type: FreshersContact Details:
Company: Tech MahindraLocation(s): Hyderabad
Keyskills: Service Desk Vpn Troubleshooting Outlook Configuration Ticketing Service Desk Management Ticketing Tools Troubleshooting Active Directory
Similar positions
Tech Mahindra
Tech Mahindra Limited is an Indian multinational provider of information technology (IT), networking technology solutions and Business Process Outsourcing (BPO) to the telecommunications industry. Tech Mahindra is a US$4.2 billion company with over 117,000 employees across 90 countries. It provide...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in