Lead Associate - Process Training
Summary
Designs and delivers training programs for customer-facing teams, creates learning materials, and tracks performance metrics in a BPO/operations environment.
Work with Ops/Training Leads to determine training needsConduct virtual/ in-person classroom training sessions.Prepare fit-for-purpose learning material.Support and mentor new hires as well as in-production front line associatesPlan and schedule training sessionsDesign and implement training programsSelect and book venues if neededTrack, record and present employee attendance and required performance metrics using the relevant tools.Manage attendance and retention of trainees through the session.
Minimum Education Qualification – Graduate/Under GraduateOverall work experience of minimum 3 years1 to 2 years of customer experienceStrong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset and adapts to WNS ValuesAbility to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid changes