Lead - Training

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

• Conduct new hire training programs for call centre representatives.
• Develop onboarding plan for new hires. Follow up with new hires after completion of training to ensure they continue to improve their skills.
• Conduct process knowledge tests and constantly assess their knowledge.
• Have strong engagement with trainees and manage attrition during the training and OJT period
• Facilitate certification process and ensure smooth handover to operations
• Hand hold newly trained executives during the OJT program and ensure smooth movement of executives on to the production floor
• Participate actively in developing training materials and constantly look for opportunities to enhance training content.
• Collaborate with customer service supervisors & quality team to identify training needs and conduct refresher training.
• Coach and mentor customer support agents to support their professional development and career growth.
• Certification in call center training or related areas is a plus
• Identify opportunities for process improvements and provide recommendations to optimize call centre operations.
• Develop training content including presentations, manuals, SOP & learning materials

Skills

• Proficient with Microsoft Office (PowerPoint, Word, Excel)
• Should have experience in soft skills training
• Should have experience in managing & leading training related projects
• Ability to conduct ‘know our business’ sessions to other departments within the organization to create the visibility and to share the areas of opportunities in the business
• Excellent communication and interpersonal skills
• Good Analytical / Data Handling / data interpretation

Education & Qualification

• Graduate from a reputed university
• 5+ years of training experience in BPO industry
• Should be from banking or financial domain

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