Group Training Manager - BPO

We have an urgent opening with leading BPO.

Job Location : Mumbai

Qualification : Graduate

Shift : 24- 7 (6 days working)

Skill/Special Skill :

- Strong Customer Service Attitude

- Understanding of training delivery, training operations and OJT

- Sound knowledge of client management

- Excellent communication skills - Written and Verbal

Strong experience in Training Delivery on Product, Process, Systems and Soft Skills/Customer Centricity in online marketing customer service support

- Team management experience in Training Operations and Training Delivery

- Conflict resolution skills

- Analytical thought Process

- Knowledge of sales and up sell

- Should have worked on content development

- TNI and TNA Understanding and implementation

Job Description and Key Accountabilities :

Implementation of the Training policies :

- Creation and Implementation of Customer Experience model

- Managing complete training lifecycle -Training Calendar, Roll-out, Feedback, Control Mechanism, Analysis and Reporting along with classroom delivery

- Training Delivery, Operations and Solutions

- Training NHIT Batches and refreshers as and when required

- Develop Action plans and report out the improvement process

- Assessing the quality of training, adherence to training plan, schedules, content and delivery

Coordinate training and maintaining records :

- Certification closure for the New Hires as per the standards and expected output

- LMS reporting

- Involved in developing short term training capsules based on specific needs of the business or new product launches

- Strong Experience in implementing data analysis and sharing findings without getting under any influence

- Analyze Audit data, Compliance, Communication & Process related data

- Participate in calibrations to ensure consistent scoring & feedback delivery approach

- Managing floor support & supervisors training; Resolution & Communication /Vitality Training's etc.

- Monitor calls on Communication, Soft Skills, and Process & Compliance Parameters as and when needed