Job in Tiruchirappalli, Trichy for Call Centre Trainer

Job Description

• H1/H2/H Grade employees can apply.

• Graduation and above in any discipline.

• Tenure in Firstsource: 12 months or greater than 12 months

• Performance score: CME for the last 6 months

• No documented disciplinary issues/ PIP in the last 6 months.

Key Responsibilities:

• Conduct trainings to new hires / BAU employees

• Create content / training material for effective training

• Plan / create effective training curriculums

• Ensure training effectiveness metric is above the threshold quoted by the program owner

• Support the team by reviewing processes and policies and communicate the contexts in which the rules, processes and polices are applied to team members.

• Perform floor troubleshooting to ensure all relevant queries of team members are answered appropriately

• Doing refreshers/ cross training whenever required

• Liaison with QA and Trainer to calibrate process knowledge

• Review all errors and address potential grey areas in SOP s to support the team

• Perform user acceptance testing for any new process rollouts / automation in the program

• Periodic knowledge calibration with client

Minimum requirements:

• Willingness to work in night shift and during public holidays based on requirement

• 5 days working in a week . In need basis, need to work on weekends if the production team operates on those days

• End to End Facets application handling with experience in Member Provider Enrollment, claims adjudication utilization management review 

Required Skills:

• Proficiency in MS Office (PowerPoint, Excel Word)

• Good knowledge of spread sheets and graphs

• Ability to handle customer requirements

• Excellent Communication Skills (Oral Written)

• Ability to comprehend processing guidelines and download them to examiners 

Contact Informations

Recruiting For : Firstsource Solutions Ltd
Contact Email : firsthire@firstsource.com