Lead - Training
7 skills required
Job Details
About Zeta
Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015.
Our flagship processing platform - Zeta Tachyon - is the industry’s first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 20M+ cards have been issued on our platform globally.
Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios.
Zeta has over 1700+ employees - with over 70% roles in R&D - across locations in the US, EMEA, and Asia. We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021.
About the role
As a Lead trainer, he/she would be to develop and update training programs that cover product knowledge, customer service skills. Conduct comprehensive training for new support team members. Provide constructive feedback and coaching to agents to improve their performance, soft skills, and customer interaction techniques. Collaborate with other trainers, subject matter experts, managers, and stakeholders to ensure training programs are effective and meet organizational needs.
Responsibilities
- Lead comprehensive training programs for newly hired call center representatives, specifically within the credit card division.
- Devise and implement an effective onboarding plan for new hires, ensuring their continuous skill development post-training.
- Conduct regular assessments to gauge process knowledge and proficiency, ensuring trainees are well-versed in required procedures.
- Foster strong engagement with trainees, managing attrition rates during both the training and On-the-Job Training (OJT) phases.
- Oversee the certification process, ensuring a seamless transition and handover to operational teams.
- Provide hands-on support to newly trained executives during the OJT phase, ensuring their smooth integration onto the production floor.
- Actively participate in the development of training materials, consistently seeking opportunities to enhance content and delivery methods.
- Collaborate closely with customer service supervisors and the quality team to identify training needs and deliver targeted refresher sessions.
- Mentor and coach customer support agents, guiding them in their professional development and career progression.
- Identify and recommend process improvement opportunities to optimize call center operations.
Skills
- Proficiency in Microsoft Office Suite (PowerPoint, Word, Excel).
- Experience in delivering soft skills training is required.
- Exceptional communication and interpersonal skills.
- Strong analytical abilities, including data handling and interpretation.
Equal Opportunity
Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success
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