Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description
Role Definition:
The role of a trainer is to develop a competency and skill sets in an individual to perform his/her effectively and efficiently in the work place. The trainer should communicate to the trainees about what is expected out of training in a simple and professional way.
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Roles and Responsibilities:
- Responsible for Imparting Process & Pre-Process Training for banking operations like deposit, payments, wealth operations, commercial lending
- Developing operations education materials, such as digital presentations, how-to manuals, and instructional videos.
- Preparing procedures and policies regarding techniques and appropriate agent conduct.
- Scheduling and conducting training sessions on various topics to prepare and support new employees.
- Training experienced employees on new or updated procedures to improve their performance.
- Observing the daily operations of employees and identifying any areas of improvement.
- Liaising with team leaders and managers to conduct on-the-job coaching.
- Measuring the effectiveness of training sessions and preparing individual or team progress reports.
- Creating and managing the training budget.
- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
- Familiarity with learning management systems preferred
- Excellent knowledge of back office and customer servicing techniques (email/chat/voice) and servicing best practices.
- Strong teaching abilities and mentoring skills.
- Good communication, interpersonal, and conflict resolution skills.
- Ability to provide leadership to personnel in a fast-paced and stressful work environment.
- Train customer service agents on behavioral skills, Business Conduct Delivery of Process/Subject matter training to new recruits Maintain Track records of performance and analyze data critically.
Good to have:
- Customer centric.
- Attention to details.
- Courteous, with strong customer service orientation.
- Dependable, with proficient attention to detail.
- Must be goal oriented.
- Possess insight into self and others.
Experience:
Must Have -
- 2 to 4 Years of customer service experience, preferred banking operations exp.
- Minimum of 1 year experience in training banking contact center team.
- Undergrad / bachelor's degree.
Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.