Trainer- Retention (Call Centre)

Job Description :

Company Name- A Leading General Insurance Company.
Role: Senior Manager/ Chief Manager – Trainer
Department - Retention
Job location: Thane & Goregaon
Travel Required: Weekly once to Goregaon

Position Overview

Conducting Call Center (Classroom – 8 Hrs. daily) new hire and refresher training programs for the Sales process.

Role and Responsibilities

§  Training Delivery & Facilitation
§  Feedback & Coaching
§  Sales & Product Knowledge
§  Performance Improvement
§  Content Development
§  Calibration & Quality Governance
§  Process & Risk Identification
§  Reporting & Communication

Education & experience requirements

§  Graduate
§  2 to 3 yrs of Outbound sales training experience
§  General Insurance sales and call center experience preferred
§  Basic EXCEL knowledge
§  Should be able to create BQM plans to improve caller effort on sales.

Preferred Skills
·       Confident and polite communication skills.
·       Training a classroom batch of 18- 20 callers, 8 Hrs of classroom training for 10 Days and 2 days of caller certification.
·       Strong coaching and feedback delivery capability.
·       Knowledge of Calibration processes.
·       Basic knowledge of Quality Tools (Root Cause Analysis, Pareto, Fishbone, etc.).
·       Ability to identify business-impacting scenarios and customer risk areas.
·       Analytical mindset with attention to detail.
·       Good reporting and MS Excel skills.
·       Understanding of General Insurance Renewal products and sales process