Job Description

India Customer Care | Job Descriptor – Sr. Executive (Training)

Job Description:

Wipro Designation: Sr. Executive (Training)

Wipro Band: B1

Reporting to a Team Manager (Training), the candidate will be accountable for the implementation of new training plans and processes to meet business objectives and conduct domain and client specific trainings.

͏

Responsibilities: -

1. Training Delivery & Support

• Training delivery on Medical and Health Benefits, Defined Contribution and Defined Benefits.
• Training on Tools (CSPRO, TBA, Knowledge Central, U-Point, Assist, ALIS)
• Training on client specific domain and tools
• Conduct training refreshers and domain boot camps
• Understand business requirements on domain and contribute to module creation and customization.
• Understand virtual training environment, virtual training delivery to enhance engagement, participation, and performance
• Handle day to day batch management and keep training manager and stakeholders updated
• Measures pre and post-performance improvement of new batches as well as aligned colleagues from the businesses

2. MIS & Data Management

• Compile, track, and report metrics to measure training effectiveness (Learning plans, course completions)
• Monitoring learners schedule adherence, learner status report
• Collation and analysis on participation, behavior, and tardiness
• Analysis of the mock calls for learners (Call Flow & Domain Knowledge)

4. Stakeholder Management

• Ensure that delivery expectations are clarified for any ad-hoc requests and business is informed of delays in advance
• Keeping business informed about the performance and progress of the batch with regular updates/reports
• Raising red flags in a timely manner to mitigate any delivery risks

͏

5. Team Responsibilities

• Openness to share and learn best practices in the team
• Focus on delivering as a team while executing individual responsibilities
• Maintain schedule adherence (leave planning, shift timing, batch schedules)
• Openness to share/receive feedback and work on the same
• Take & demonstrate ownership/accountability of assigned tasks

Additional Info:

• Aptitude towards Quality Control (maintain Quality metrics as per client standards)
• Facilitation Skills: Should possess excellent facilitation skills.
• Adaptability to different styles of training and execution (understanding learner’s ability and culture -US/Canada)
• Coaching and feedback skills: should possess excellent coaching and feedback skills
• Good communication skills (both written and verbal)
• Proficiency with MS Office, MS Excel Advanced, MS Word and Power Point
• Has experience in reporting out data or creating dashboards.

Education, Experience and Preferred Skills

• Total work experience should be 2.5 years or more (after Graduation in any discipline)
• Experience in Customer Service – Preferably U.S. process
• Experience in US Benefits domain training (preferably – Medical & Health Benefits, Payroll, HR benefits etc.)