AVP/VP - Training - Travel/Healthcare Domain - BPO

AVP/ Vice President- Training(various domains) with leading BPO

Location: Chennai

AVP/VP- Training (Travel vertical) with leading BPO in Mumbai

AVP/VP-Training (Healthcare vertical) with leading BPO in Hyderabad

Shifts: UK shift or early US shift (upto 1.30am-2am)

- Candidates working in a similar capacity in a BPO need only apply

- Current designation must be a tenured Senior Manager or above

Qualification: Graduate

Experience- 10 years- 18 years

- Must have relevant experience of 5-8 years(current experience) in Training

Must Have:

- Voice Training background (Customer Support)

- Pre-process/Process Training Background for multiple(more than two) domains like F&A, Retail, Telecom, Healthcare, Travel etc.

- A large span of control

- Excellent Communication Skills

- Experience in initial 0-90 days training post joining

We DO NOT NEED:

- L&D profiles for this requirement

- Back-end operations profile for this requirement

Job Description:

- Responsible for hiring, training, & managing a team of Managers, Training Specialists & Coordinator

- Responsible for in-class/nesting supervision & coaching for all training staff in the operating center/site.

- Responsible for the consistency/execution/results/coordination & delivery of New Hire Training, Nesting & BQM for the operating center/site/

- Responsible for the throughput & New Hire Attrition - as deemed by the upstream processes - 0 - through end of Nesting + 30 days (varying degrees of accountability).

- Coaching, Development & Performance Management of the Training Specialists, Training Mangers, Coordinators etc.

- Responsible for budgetary compliance & maintaining of ratios & hcs.

- Responsible for consistency & compliance to all CLD mandated tools, templates, formats & reporting guidelines. Ensures the tracking & assessment of the key performance indicators, including attrition & 30-60-90 days performance post nesting for each wave.

Principle Accountabilities:

- Plans, project manages, executes & ensures training delivery (New Hire + Ongoing) for clients globally.

- Coach & Develop training specialists & managers in their core competencies. Observe class, nesting & BQM delivery and lead coach sessions for the group.

- Proactively engages and manages the operating-center service delivery relationship.

- Partners with stakeholders to support revenue growth and demands for the operating center.

- Partners with Service Delivery/Quality to determine needs and gaps within the operating site.

- Conducts & leads detailed gaps & needs analysis and post-training assessment initiatives for the program.

- Proactively seeks to improve Training Delivery for the site via content, context & curriculum analysis. Uses other acceptable ISD/Improvement Methodologies as applicable..

- Collate, audit and report out all client related billable/non-billable reports and any and every other reporting requirements - via MIS Analyst/Coordinator (by client)

- Lead special projects or new business developments that require specialized training attention.

- Maintain updated hiring & resource planners (TRPD) for all the operating center/site.

- Ensures consistency & compliance to all CLD mandated tools, & reporting guidelines (eg. TRPD, CLC Tracker, Resource Utilization etc) - (via Training Specialists/Managers & Coordinator).

- Ensure updated knowledge of the two key programs at the operating center with self at all times.

- Ensures the tracking & assessment of the key performance indicators, including attrition & 30-60-90 days performance post nesting for each wave.

- Creates weekly Learning and development site report.

- Participates in weekly/bi-weekly performance calls with Enterprise Managers, SD & Client as required

- Management of the Site Training Budget; people (VTF & Trainers utilization), facilities and equipment. Drive hiring and sourcing.

- Perform other related duties and assignments as required and as assigned by supervisor or manager.