Admn Assistants (Canada)

Designs, Develops and Delivers Soft Skills and Process Training programs to the customer service associates.

Barges in, monitors and jacks calls made by associates on a regular basis to identify and rectify performance gaps.

Conducts ongoing assessment of employee training requirements by running TNI workshops.

Gives one on one feedback to the CSA's / TL's based on the research done through call barging, jacking and monitoring.

Co – ordinates all logistics related to program delivery.

Monitors 30-50 calls a day give feedback for 3 hours per day and make relevant reports. This should be the average during a week.

Prepares and circulates weekly reports on gaps identified during call barging, and jacking, and steps taken to close such gaps.

Maintains records of training activities, monitors the effectiveness of training programs and follows up on pre and post training evaluations.

Conducts refresher process training programs, as and when there is a change in process (1- 6
months).

Tracks and measures the effectiveness of training.

The process responsible for providing in depth training on the process to customer service associates as specified by the clients on a regular basis.