JOB DESCRIPTION Job Title : KM PM Designation : APM Program : Support Process : CO KM Team Shift Details : Rotational Detailed Job/ Role Description: Would be responsible for conducting onboarding, refresher and continual training program for front line and managerial workforce Would be required to adhere to internal training and documentation processes Risk Mitigation Risk Evaluation by conducting periodic audits Process Documentation / Update [BPD, Checklist, Metadata, Training Docs, SOP] Change Management The candidate would be responsible training new hire employees and conduct refresher training for on-floor employees The candidate would be responsible for driving performance of employees falling under the vintage of 0-90 days post certification Monitor calls/chats on Communication, Soft Skills, Process and Compliance Parameters and Provide Coaching & Feedback to enhance agent performance Participate in calibrations to ensure consistent scoring & feedback delivery approach Keep the reps updated on new process changes/updates, improvement initiatives Prepare and implement the action plans post analyzing audit data, compliance reports, communication & Process related data points Evaluating effectiveness of training & development programs, formulating and reviewing training strategy and determining appropriate instructional methodologies and formats Providing guidance and leadership to staff in accordance with specified program objectives Mapping business requirements and coordinating with stakeholders in developing and implementing processes in line with the preset guidelines Monitoring the overall functioning of processes and implementing adequate measures to maximize both internal and external customer satisfaction levels Handling new business transitions for eClerx. Ensuring closure of all KM related deliverables which includes creation of SOP, creation of training plan, training content and assessments, creation of processes required to be followed, creation of project plan for effective knowledge transfer and ensuring smooth knowledge transfer from client to new hire batches Designing various processes to drive governance for various KM deliverables Willing to conduct TTT for the trainers and contribute in overall development of the team Essential skill-set required: Excellent communication skills (both verbal and written) Analytical Thinking and Problem Solving Knowledge of MS Excel, MS Word, MS PowerPoint and MS Visio Willing to take charge and initiative as per business requirements The candidate should be aware of various learning methodologies which would help the candidate in handling different types of learners Team leading experience of min. 3 years. Candidate should have knowledge about methodologies used for designing content Candidate should be aware of methodologies to check knowledge retention and evaluate overall training performance Work experience required: The candidate should have total of min. 6 years of total work experience in training The candidate should know product and process for the program they are aligned Formal Qualifications: Basic Graduate or above ABOUT THE TEAM eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand. eClerx Digital is the trusted partner of choice to the world's largest global brands for creative production, eCommerce/web operations, and analytics & insight services. We improve profitability for their digital businesses. Using the Follow the Sun delivery model, our team of 3,000+ full-time digital delivery employees - at our five productions hubs in Mumbai, Pune, Chandigarh, Verona, and Phuket - applies deep digital expertise to support the most demanding global clients effectively. eClerx Digital's innovative delivery model drives the 'metrics that matter' for our clients: improved acquisition, conversion and retention, and overall lifetime value of your customer 24/7/365.
