Training Manager - eCommerce

We have urgent opening with our MNC eCommerce client

Position: Training Manager

- Training Manager for its Customer Service department. The responsibilities will be divided to oversee Training delivery, Manage trainers and heir development, drive quality on contacts whilst contributing to contact quality and process improvements.

- The candidate would be supported by a team of process and communication trainers. This role will be based out of Hyderabad facility.

- The Training Manager is responsible for leading a team of trainers through various learning initiatives at HYD via new hire training, cross-training, continuous learning, and e-learning environments. This is a high visibility position that will provide exposure at a site and network level.

- Strong time management and organizational skills, composure under pressure, flexibility, and a passion for learning and development are must-have qualities for this position.

- The Training Manager will be a key figure in planning HYD’s growth by coordinating training with WWCP and local Operations, Recruiting, and training teams.

- The Training Manager will manage all new CSAs while in training, from New Hire Orientation until Graduation, as well as the training team.

- This role will require the Training Manager to develop HYD’s trainers to ensure effective and peculiar training, improve training materials by working with Knowledge Management, and drive continuous learning by sharing and tracking network-level updates and training courses while also identifying local areas of opportunity with Training and ACES (Process Improvement teams).

Key responsibilities include:

- Work with Capacity planning teams and local WF, Operations, and Recruiting to plan training schedules for all locales handled locally.

- Participate in maintaining and improving recruiting processes, such as technical or English testing, to ensure a high hiring-bar for each new-hire.

- Build strong relationships with Knowledge Management in North America (NA), IN and European regions to drive the development of robust training processes to ensure a training experience that prepares employees for production.

- Stay up to date on upcoming training initiatives by keeping open communication with Instructional Design and communicating relevant information to local stakeholders.

- Meet regularly with Operations, ACES teams to understand local training needs and implement solutions via the training team for measurable results.

- Work with training team to develop content required at a local level.

- Manage a team of trainers and develop them to deliver consistent, effective, fun, peculiar, and memorable classes to new hires and existing employees alike. This should be achieved through live class observation, feedback collection from trainees, and other methods.

- Manage all interim process trainers, observe performance on their roles & responsibilities, provide regular feedback to support conversion, subject to business requirement.

- Regular interactions with Production Training managers to review training performance, trainee and trainer performance and all New Hire reviews, including making decisions to graduate or terminate employees.

- Manage all new employees (NA, UK, IN) during their time in training; this will require great communication, people management, and decision making skills. Communication with HR will be critical.

- Provide clear insight into training performance drivers and the levers which impact new-hire performance.

- Be available on network training manager and training specialist calls to identify and share best practices, check solutions for local areas of opportunities. The requirement is also to standardize training work and trainer roles through active discussion.

- Partner on Operation initiatives within the site and network.

Qualifications:

Experience required:

- People management experience/Managerial experience of at least 2 years in training.

Skills required:

- Excellent planning, organizational and time management skills.

- Strong ability to manage stakeholders.

- Flexibility, adaptability, and composure.

- Bias for action; takes responsibility/ownership and delivers.

- Superior judgment, diplomacy and tact.

- Willingness to speak up even in the midst of adversity.

- Strong communication skills both oral (speaking, listening, interpretation) and written to all levels of management and across various cultural backgrounds and functional areas.

- Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.

- Exceptional skills in data interpretation and analysis.

- Absolute passion for ensuring a world-class customer experience with every contact.

Preferred Qualifications:

- Knowledge of Six Sigma/Lean Processes

- Knowledge of Instructional Design

Neha Arora
Manager IT Search
Quadrangle
(A division of Info Edge India Ltd.)
N-203, North Block,
Manipal Center, Dickenson Road,
Bangalore - 560042, India
Direct: + 91 80 40439019
Mobile: + 91 7204016689
www.quadranglesearch.com
www.infoedge.in