Job Description
Process Trainer
Job Description:
Wisely Member Services has launched its Pilot Process at ADP Hyd. The role involves having the opportunity to be part of a growing team and establish standards of excellence that will help significantly improve the Wisely Member experience. The role involves conducting process training to the Wisely associates both new as well as upskill/refreshers.
· Service oriented: tailor the delivery according to the audience (associates).
· Excellent communication skills (verbal and written)
· Willing to learn new things and upskill as the role demands.
· Support with mentoring new hires as needed.
· Able to work independently and come up with ideas for improving the training process and deliver improved outcomes.
Job Responsibilities
· The key responsibility in this role is on-boarding the new associates to the Wisely Member Services role. Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a live classroom environment.
· Complete daily training administrative work such as tracking of associate data, timekeeping, and other administrative tasks as required, in a timely and accurate manner.
· Adhere to developed classroom agenda/timelines and content flow and accountable for achieving individual training performance metrics.
· Tailor specific training programs for associate growth and development, career path assistance, etc.
· Participate in Internal & External Calibrations.
· Conduct refresher trainings based on TNI.
· Manage Knowledge Check for New Hires' & existing associates.
· Develop, Tweak and Maintain training procedure manuals, training content and guides, and course materials.
· Conduct In-house Workshops, Co-ordinate with External Trainers to help the teams learn what is required for their role.
· Involve in the hiring process to analyze the candidates on communication/ articulation/ empathy.
· Ongoing call listening sessions with the teams and providing coaching to help them sustain high standards as per ADP's Service Excellence guidelines.
· Stay up to date on process updates including taking calls from time to time to understand the member sentiments.
Required Skills and Competence
· 2- 5 years of experience in Training Delivery.
· Exceptional communication skills (written and verbal, English).
· Customer/ Client Handling Skills
· Ability to work during all shifts.
· Working knowledge of MS Office - Excel, Word, PowerPoint.
· Experience in any product/process/soft skill/up-skill trainings.
Job Location - Hyderabad
· Shifts - 24X7, 5 Days Working
· Nature of Business - Inbound Customer Service and Chat.
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