Training Specialist

工作内容

About PhonePe

PhonePe is India’s leading digital payments platform with over 280 million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app and offered money transfer to individuals and merchants, recharges and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.

PhonePe launched its Switch platform in 2018, and today its customers can place orders on over 300 apps including Ola, Myntra, IRCTC, Goibibo, RedBus, Oyo etc. directly from within the PhonePe mobile app. PhonePe is accepted at over 18 million merchant outlets across 500 cities nationally.

Culture

At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right environment for you is just one of the things we do. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!

PhonePe is India’s largest transactions platform built on payments. It is the crusader of UPI payments and a proud contributor to the hypergrowth of the world’s most advanced payments system.

We are leading the narrative on mobile payments which will change the way people manage their money on the go. We want to make digital payments so easy, safe and universally accepted that people never feel the need to carry cash or cards again. We see ourselves facilitating this change, through technology at scale, positive disruption, and dogged customer centricity.

A Trainer maximizes contact center representatives’ effectiveness by ensuring representatives have a thorough knowledge of products, and services, can effectively use closing skills, resolve problems and provide a positive customer experience to existing and potential customer base.

Role Expectations:(KPIs/KRAs of the role)

• Be a subject matter expert and facilitate classroom training to train the employees on product, process, call handling skills, sales skills, and operational procedures
• Design & maintain the new hired training curriculum and content
• Monitor the performance of new hires and seasoned agents, identify training gaps, develop training content, conduct relevant training programs, and evaluate the impact of training after each session.
• Coordinate efforts with the business teams, Ops and Quality to assist in the quality improvement process of the agents
• Finds new ways to be more effective in the delivery of the training to the agents
• Learn new techniques to improve classroom facilitation skills
  

Experience, Skills, Qualifications

• Prior experience and extensive knowledge around BFSI related products and related certifications.
• NISM certification and/or knowledge is a good value-add.
• Knowledge and expertise around NISM VA, VI and VII certification is required.
• Exceptional communication skills and ability to help others understand the nuances of customer-facing communication across channels.
• Training Delivery and Methodologies that Facilitate learning - Recognizes the impact of the physical training environment in facilitating learning. Integrates the adult learning theory with training content, planning, and session management. Conducts sessions in a well-organized manner to help participants stay focused on learning new content and skills. Strong group facilitation skills and planning that connects content and objectives to meaningful activities.
• Training Content Development - Designs well-organized training content with a clearly identified set of “SMART” that fit the needs of learners with a broad range of knowledge and skills.
• Monitoring and Evaluating Training Effectiveness - Utilizes methods of assessing training effectiveness, including gauging learning transfer, learner interest, satisfaction, and needs. Uses behavioral objectives in measuring the extent of participants’ learning.
• Change Management: Recognizes the need for change and works to move people, processes, and systems in the new direction.
• Stakeholder Management: Ability to effectively manage and govern internal and external stakeholders to accomplish a shared business vision/goal
• Team Player: Is an astute team player and can collaborate effectively to help build an atmosphere of partnership and accountability
• Bachelor’s degree in any subject or equivalent
  

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
• Other Benefits - Higher Education Assistance, Car Lease, Mobile & Broadband Reimbursements, Salary Advance Policy
  

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.

Life at PhonePe

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