Reliance Communications - Call Center Training Manager

Call Center Training Manager:

Responsible for Planning, Scheduling, Execution and Measuring Process and service training

Lead Content Design & Delivery activities across partner locations

Lead, Coach & Mentor the Process training team (AMs/TLs/Trainers)for delivery effectiveness & efficiency.

Training Needs Identification and Analysis across partner locations for all business in conjunction with varied stake holder and Planning Refresher Training content, methodology and Calendar.

Partner with operation teams to address training needs & review for effectiveness through planned review meetings

Responsible for hiring, certification and productivity of new trainers / SMEs.

Ensuring effective Knowledge Transfer during Migrations Training Material, Training Methodology, Monitoring Progress.

Establishing the Knowledge Management Framework for existing processes

Will be responsible for conducting TNI and TNA, assist in developing a training roadmap for the contact centre, and must have excellent communication skills with experience in training delivery

Ensuring that the partner training team is meeting Company's Service Training soft-skill norms as set in the Train the Trainer Module.

Managing the training team to ensure training delivery in line with Company's service training norms on training quality & effectiveness as set in the Training Process Manual

Ensuring adequate training resource and infrastructure is deployed to enable effective training-delivery.

Execute any other projects, tasks or activities required to align to national CS Training initiatives and to enhance overall customer service experience

Quality of trained resource- impact on learning curve and productivity

Will be responsible for 0-30 performance, ensuring all process sla's are meeting across centers

Should be able to seek feedback & set corrective action-plan along with partner Training & Quality team

Designing & execution of Train the trainer sessions; Best practice sharing etc.

Work with Training Core team to constantly upgrade and improve Learning Management systems

Feedback & calibration with the internal Quality team, at least once a month

Focus Group Discussion on Training to collate requirements on ops-floor with CS Operations Management Team, at least once a quarter.

Resolve people related issues/requirements with partner team

Experience

Work experience into BPO/ITES is mandatory.

7-9 years overall work experience (prior exposure to a BPO Operations/Training setup and Customer Service) of which at least 4 years experience in conducting/coordinating and leading Process Training

Must have done Knowledge transfer in earlier role

ability to work in a matrixed environment

Excellent Communication and Presentation skills

Ability to multi-task and prioritize in a fast paced environment