Senior Trainer

Role: Training Specialist

Title: Training Specialist/ Sr. Training Specialist

Location: Bangalore

Reporting to: Training Manager, CX

About Phonepe :

PhonePe is India's leading digital payments platform with over 280 million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app and offered money transfer to individuals and merchants, recharges and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.

About Customer Experience Function :

At PhonePe, the customer experience team takes full ownership of customers problems and strives to provide quick and meaningful resolution. They are the ones bettering our product everyday with real-time insights and customer feedback.

Function Summary:

The primary goal of PhonePe CX T&Q is to build world-class learning capabilities for maximum impact on business, and consistently deliver an exceptional experience to our customers. We coach the employees to do their jobs effectively, help them be engaged, productive and efficient.

Job Objective:

A Trainer maximizes contact center representatives effectiveness by ensuring representatives have a thorough knowledge of products, services, can effectively use closing skills, resolve problems and provide positive customer experience to existing and potential customer base.

Role Expectations:(KPIs/KRAs of the role)

• Be a subject matter expert and facilitate classroom training to train the employees on product & process, call handling skills, customer service, tools, and procedures
• Find new ways to deliver the training to the agents more effectively. Learn new techniques to improve classroom facilitation skills
• Design and develop training content, organize knowledge base and publish process updates via LMS and other channels
• Build a structured approach to keep the training content like new hire training content, decision trees, knowledge base, and curriculum updated
• Monitors the performance of trainees and agents on the floor, identifies training gaps, and conducts relevant training/coaching programs
• Coordinates efforts with various stakeholders to assist in the quality improvement process of the agents
• Collaborate with the stakeholders to identify opportunities to improve processes, analyze existing workflows, identify bottlenecks, and suggest and implement enhancements to enhance the quality of response and experience.
• Foster a culture of continuous improvement, encouraging innovation and creative problem-solving to enhance overall training effectiveness

Experience, Skills, Qualifications:

• Effective communication skills: Ability to help others understand the nuances of customer-facing communication across channels.
• Training Delivery and Methodologies that Facilitate Learning: Recognizes the impact of the physical training environment in facilitating learning. Integrates the adult learning theory with training content, planning, and session management. Conducts sessions in a well-organized manner to help participants stay focused on learning new content and skills. Strong group facilitation skills and planning that connects content and objectives to meaningful activities.
• Training Content Development: Designs well-organized training content with a clearly identified set of SMART and that fit the needs of learners with a broad range of knowledge and skills.
• Monitoring and Evaluating Training Effectiveness: Utilizes methods of assessing training effectiveness, including gauging learning transfer, learner interest, satisfaction, and needs. Uses behavioral objectives in measuring the extent of participants learning.
• Change Management: Recognizes the need for change and works to move people, processes, and systems in the new direction
• Stakeholder Management: Ability to effectively manage and govern internal and external stakeholders to accomplish a shared business vision/goal
• Team Player: Is an astute team player and can collaborate effectively to help build an atmosphere of partnership and accountability

Preferred Qualifications:

Prior vendor management experience in governing partners to achieve organizational KPIs and Customer Experience