• Conduct and lead training classes for new customer service or sales executives
• Develop onboarding plan for new hires Follow up with new hires after completion of training to ensure they continue to improve their skills.
• Identify and implement creative solutions to processes to ensure they are as easy as possible for the customer service or sales staff to learn and retain.
• Conduct process knowledge tests and constantly assess their knowledge.
• Ensure adherence to the Lesson plan and ensure timely completion of the training program.
• Have strong engagement to trainees and manage attrition during the training and OJT period.
• Facilitate certification process and ensure smooth handover process to operations
• Conduct refresher trainings and provide or disseminate process level updates on the floor.
• Hand hold newly trained executives during the OJT program and ensure smooth movement of executives on to the production floor
• Work with other team members and departments as needed to solve for consistency throughout the organization.
• Participate actively in developing training materials and constantly look for opportunities to enhance training content.
• Provide updates to training materials as processes and information changes.

Role: Operations - Other

Industry Type: Management Consulting

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations

Education

UG: Any Graduate

PG: Any Postgraduate

About company

Globiva specializes in end-to-end BPM services, combining process consulting, automation, and omni-channel contact centers to optimize customer experience and cost efficiency .Co-founded by Navneet Gupta, Vikram Singh Nathawat, and Ashish Goyal, each brings over 20 years of BPM expertise from roles at global giants like Genpact Globiva is a dynamically growing, tech-first BPM firm—leveraging its leadership’s deep BPM experience to offer integrated automation and contact center solutions. Ideal for companies seeking agile and customer-centric process transformation. However, prospective employees might want to consider internal development opportunities and compensation benchmarks. Founded in 2017 and operational since early 2018, Globiva is headquartered in Gurgaon (Gurugram), Haryana, with delivery centers in Kolkata and Bengaluru