Sr .Executive 47 views

India Customer Care | Job Descriptor – Sr. Executive (Training)

Job Description:

Wipro Designation: Sr. Executive (Training)

Wipro Band: B1

Reporting to a Team Manager (Training), the candidate will be accountable for the implementation of new training plans and processes to meet business objectives and conduct domain and client specific trainings.

Responsibilities: –

  • Training Delivery & Support
  • Training delivery on Medical and Health Benefits, Defined Contribution and Defined Benefits.
  • Training on Tools (CSPRO, TBA, Knowledge Central, U-Point, Assist, ALIS)
  • Training on client specific domain and tools
  • Conduct training refreshers and domain boot camps
  • Understand business requirements on domain and contribute to module creation and customization.
  • Understand virtual training environment, virtual training delivery to enhance engagement, participation, and performance
  • Handle day to day batch management and keep training manager and stakeholders updated
  • Measures pre and post-performance improvement of new batches as well as aligned colleagues from the businesses
  • MIS & Data Management
  • Compile, track, and report metrics to measure training effectiveness (Learning plans, course completions)
  • Monitoring learners schedule adherence, learner status report
  • Collation and analysis on participation, behavior, and tardiness
  • Analysis of the mock calls for learners (Call Flow & Domain Knowledge)
  • Stakeholder Management
  • Ensure that delivery expectations are clarified for any ad-hoc requests and business is informed of delays in advance
  • Keeping business informed about the performance and progress of the batch with regular updates/reports
  • Raising red flags in a timely manner to mitigate any delivery risks
  • Team Responsibilities
  • Openness to share and learn best practices in the team
  • Focus on delivering as a team while executing individual responsibilities
  • Maintain schedule adherence (leave planning, shift timing, batch schedules)
  • Openness to share/receive feedback and work on the same
  • Take & demonstrate ownership/accountability of assigned tasks

Additional Info:

  • Aptitude towards Quality Control (maintain Quality metrics as per client standards)
  • Facilitation Skills: Should possess excellent facilitation skills.
  • Adaptability to different styles of training and execution (understanding learner’s ability and culture -US/Canada)
  • Coaching and feedback skills: should possess excellent coaching and feedback skills
  • Good communication skills (both written and verbal)
  • Proficiency with MS Office, MS Excel Advanced, MS Word and Power Point
  • Has experience in reporting out data or creating dashboards.

Education, Experience and Preferred Skills

  • Total work experience should be 2.5 years or more (after Graduation in any discipline)
  • Experience in Customer Service – Preferably U.S. process
  • Experience in US Benefits domain training (preferably – Medical & Health Benefits, Payroll, HR benefits etc.)

Roles & Responsibilities:

Qualifications:

More Information

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