As a Senior Trainer, you will maximize the effectiveness of contact center representatives by ensuring they possess in-depth knowledge of PhonePe's products and services. Your role will involve delivering training, developing content, and fostering a culture of continuous improvement within the Customer Experience (CX) team.
Key Responsibilities
- Facilitate classroom training sessions on products, processes, customer service skills, and call handling techniques.
- Explore and implement new training methodologies to enhance delivery effectiveness.
- Design and develop engaging training materials, including new hire training content, decision trees, and curriculum updates.
- Organize and maintain a knowledge base to ensure content is current and accessible.
- Monitor trainee performance and identify gaps, conducting relevant coaching programs as needed.
- Collaborate with stakeholders to enhance quality improvement processes for agents.
- Foster a culture of innovation and creative problem-solving within the training program.
- Analyze existing workflows to identify bottlenecks and recommend process enhancements.
- Coordinate with internal and external stakeholders to align training objectives with business goals.
- Required Skills and Experience
- Strong ability to convey customer-facing communication nuances across various channels.
- Knowledge of adult learning theory and the ability to create engaging, organized training sessions.
- Experience in designing training content tailored to diverse learner needs.
- Proficient in evaluating training effectiveness and measuring learning transfer.
- Ability to guide teams through changes in processes and systems.
- Strong skills in managing relationships to achieve shared objectives.
- A collaborative mindset that fosters teamwork and accountability.
Preferred Qualifications
- Prior experience in vendor management, particularly in achieving organizational KPIs related to customer experience.
Benefits
- Insurance. Comprehensive medical, critical illness, accidental, and life insurance.
- Wellness Programs. Employee assistance programs, onsite medical center, and emergency support.
- Parental Support. Maternity and paternity benefits, adoption assistance, and daycare support.
- Retirement Benefits. Employee PF contribution, flexible PF options, gratuity, and NPS.
- Other Benefits. Higher education assistance, car lease options, and salary advance policies.
Why Join PhonePe?
Working at PhonePe provides you with a rewarding experience in a dynamic environment that values creativity and encourages professional growth. Join us to be part of a mission-driven company that aims to transform the way India engages with digital payments and financial services!