SquadStack Hiring for Process Trainer – Generic/Ecommerce at Noida, India Full Time

Job description

The Process Trainer will be responsible for Handling a team of Process trainers , driving process excellence and team performance. The Scope of Work would encompass domain knowledge in either Loans, Credit Card , Insurance or ed-tech industry. Blended profile in the mentioned industry would be an added advantage. Prior experience as a Training Manager would be an added advantage.

Requirements and Skills:

• Bachelor’s degree or equivalent

• Should be 5+ years in a sales and/or sales training background, with at least 2+ years of experience in the field of Learning and Development

• Prior team experience of managing a sales / tele-sales team of at least 1+ years

• Knowledge of learning and development trends and best practices

• Ability to take responsibility for, coach and drive performance from team members

• Excellent training facilitation

• Excellent presentation skills

• Excellent written & spoken communication skills Expert in word, PPT, Excel tools & MIS and data management; curiosity to learn and leverage new learning tools, systems, or methods of working

• Expertise in content creation and content writing

• Knowledge of LMS would be an added advantage

• Willingness to work in dynamic environment and drive maximum productivity out of the team

  Role Expectations:

• At scale, every Process Trainer will be assigned to 4-6 Process Trainers, who will in turn be managing 3-5 campaigns, and 50-100 agents (depending on various factors like complexity + size of use-case, demands of client etc), within an industry

• Process Trainer will own the overall performance of the industry vertical, including the performance of Process Trainers and Agents assigned to the vertical

• Process Trainer should be excellent at stakeholder management to ensure consistent and continuous performance improvements in their domain, while ensuring relevant POCs are updated at all times regarding the various interventions and activities being undertaken to improve performance

• Should be able to look at numbers/ data on dashboards and form strategies and implement tactics to improve performance related SLAs

• Help the product team with insights that can help SquadStack build a world class sales-tech tool, while also actively participating in implementation of new product initiatives and roll outs

• Note: Performance is defined as a combination of Compliance Scores and Conversions in a campaign/industry

  Responsibilities

• Collaborate with cross-functional teams to ensure training process quality and accuracy

• Review team performance, coach and upskill the team to leverage product and process improvement

• Design and create content (e.g. product deck, call scripts, FAQs etc)

• Maintain trainers’ scorecards

• Define metrics and create dashboards to measure impact of training

• Be responsible for training data maintenance to track agent progress (training MIS, training calendar, performance dashboard etc.)

• Work with the product team to drive and implement product innovations

• Creating SOPs, training frameworks and actioning frameworks to help process improvement

• Stakeholder management

• Manage and budget training cost

• Plan training projections based on supply and demand inputs

  Logistics

• Compensation: 5-6 lacs p.a.

• Joining Date: ASAP

• Location: Noida