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Tech Mahindra Limited

Trainer

Tech Mahindra Limited
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  • 5 months ago
  • Over 400 applicants
Exp: 3-8 Years
Noida

ITES/BPO/Call Center

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Job Description

Job Title : Trainer
Location : Noida
Experience : 3 to 8 years
Skills : Process Trainer, SD Trainer, service desk Trainer, ITIL

Job Description :
Roles and Responsibilities :
Process Trainer will be delivering class room based new hire process training for associates aligned to Service Desk Accounts
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 stake holders
Maintain historical data for the associates trained
Responsible for the performance of New Hires during learning curve and extend needed coaching and support for improvement
Update training materials if required or as suggested by clients
Constantly get updated with the latest process updates
Closely work and interact with the communication trainer for the process and ensure smooth, efficient and effective handover is taken
Actively do the call monitoring by listening to the agents calls(Recorded & live)
Focused towards task deadlines and aggressively drives completion within stipulated timelines
Provide support to the training manager in establishing, measuring, and monitoring key training metrics
Proactively assesses account specific opportunity areas and initiates improvement measures
Capable of taking up a mentor role in being a guide to groom a Trainer Aspirant employee
Ability to support and manage entry level trainers in coping up with their acclimatization into the new role and practices
Ability manage a team.
Oversee Knowledge Transition for New Business, gather Knowledge from Client and deliver to Tech M New Hires.

Applicant's Specifications & Qualification :
Should possess in depth Service Desk Experience.
Excellent Communication skills written and verbal
Excellent time management skill
Ability to manage stake holders and responsive to business urgency
Self-starter Must be able to start and manage multiple tasks at the same time
Report interpretation and presentation skills
Inclination for learning and passion for knowledge facilitation
Understanding of project management concepts and knowledge of six sigma methodology
Good understanding of ITIL concepts, Foundation V3 or ITIL4 certified preferred
Service Desk Transition Experience would be preferred.

Desired Skills :

  • Strong technical aptitude ( Associates with international technical product / service certification preferred) Should have good understanding of Technical concepts, Operating Systems, Client applications, networking equipment for home and office, backup applications, security applications, VPN, Active Directory, MDM, MFA etc. Delivers results with minimal or no supervision)
  • Excellent Presentation and Training Delivery skills

More Info

Role:Technical Trainer, Training Manager, Voice & Accent Trainer, Process Trainer

Industry:ITES/BPO/Call Center

Function:Customer Service/Call Centre/BPO

Job Type:Permanent Job

Skills Required

Trainer
Itil

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Date Posted: 11/01/2024

Job ID: 72882069

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About Company

Tech Mahindra Limited
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Tech Mahindra is part of the US $15.4 billion Mahindra Group and is a leading global systems integrator and business transformation consulting organization, focused primarily on the telecommunications industry. Tech Mahindra helps companies innovate and transform by leveraging its unique insights, differentiated services and flexible partnering models. This has helped customers reduce operating costs, generate new revenue streams and gain competitive advantage. Tech Mahindra expanded its IT portfolio in 2009 by acquiring the leading global business and information technology services company, Mahindra Satyam (earlier known as Satyam Computer Services).

Tech Mahindra's capabilities spread across a broad spectrum, including Business Support Systems (BSS), Operations Support Systems (OSS), Network Design & Engineering, Next Generation Networks, Mobility Solutions, Security consulting and Testing.

Tech Mahindra's solutions portfolio includes Consulting, Application Development & Management, Network Services, Solution Integration, Product Engineering, Infrastructure Managed Services, Remote Infrastructure Management and BSG (comprises BPO, Services and Consulting).

With an array of service offerings for TSPs, TEMs and ISVs, Tech Mahindra is a chosen transformation partner for several leading wireline, wireless and broadband operators in Europe, Asia-Pacific and North America.

Tech Mahindra has successfully implemented more than 16 Greenfield Operations globally and has over 130 active customer engagements mostly in the Telecom sector. The company has been involved in about 8 transformation programs of incumbent telecom operators.


Tech Mahindra has a global footprint through operations in more than 31 countries with 17 sales offices and 15 delivery centers. Assessed at SEI CMMi Level 5, Tech Mahindra's track record for value delivery is supported by over 40,500 professionals who provide a unique blend of culture, domain expertise and in depth technology skill sets. Its development centers are ISO 9001:2008 & BS7799 certified.

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