Soft Skills Training Manager - IT/ITeS

Our client is a US based IT Product MNC

Designation: Soft Skills Training Manager

Handle a big team and report to Director-T&D

Location: Bangalore

Responsibilities:

- Own the Language and Professionalism outcomes for customers based on the Customer feedback.

- Lead the team who Analyze customer survey results from soft skills perspective, formulate improvement initiatives and drive their implementation across aligned team/s

- Ensure successful execution of training needs including resource planning and measuring program training effectiveness

- Utilize effective presentation and facilitation skills for identified CRM skills, Voice and Accent Neutralization and/ or Culture content including creative training techniques.

- Responsible for aligned engineers performance through quarterly skill re-verification; Needs Training, Acceptable Skills & Highly Skilled

- Provide documented and face to face feedback on identified communication gaps

- Enable Certification of aligned engineers based on Language Capability Index and assist in educating and reinforce adherence to Language Capability Index.

- Monitoring of interview Panel for potential candidates and assess trainability on communication skills

- Leading the teams who Responsible for Call audits, on-going classroom/ on-floor observations of focus groups, providing guidance, mentoring and support that focuses on performance improvement

- Monitor and ensure completion of daily training administrative work such as timekeeping, and other administrative tasks as required in a timely and accurate manner

- Manage Floor engagements, Training delivery and Training Projects.

- Work directly with Managers/ Tower Managers to examine and revise engineer performance via Total Customer Experience surveys.

- Report Weekly / biweekly progress to the Key Stakeholders

Desired Profile:

- 10-15 years of Training experience(Communication/Soft Skills/V&A) from IT/ITes domains

- Minimum 5 years of experience in Training delivery

- Quality certification/Lean Six Sigma or equivalent preferred

- At least 2 years of People Management experience required

- Voice and Accent/ Grammar and Customer Service Skills certification will be an added advantage.

- Ability to lead project teams. Demonstrates detailed knowledge of support solutions.

- Demonstrates thorough knowledge of industry drivers relating to TCE Ability to create or implement strategic plans, goal setting, and Plan of Record management.

- Ability to forecast and manage to a budget

Please reach Namrata Nayak on 080-66560773 for more details