Talent Acquisition at Vodafone
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Vodafone - Call Center Trainer (3-7 yrs)
Location : Cochin
Role : Call Center Trainer
Role purpose:
This position is the one point contact between Service Partner Training & Vodafone Training Teams. He/ She facilitates/ overlooks deployment of all training processes and initiatives as prescribed by Vodafone Corporate Training Team, further audits compliance. The role also mandates tracking & driving Partner performance on key metrics identified by Corporate and Circle Teams at required target levels
Strategic
- TTT of supervisory staff (Trainers, Quality Auditors and Team Leads)
- Certification of the various Trainers before they conduct batches
- Audits/ Dipchek to understand compliance to Vodafone Training processes
- Understanding floor challenges/ VOC towards offering superior Customer experience through the format for the Circle (highlighting to Corp Team if issue of national scale)
- Suggest improvements to modules for better learning retention
- Understand process and quality guidelines for all Vodafone programs
- Continuously strive to provide a learning environment, in line with Vodafone expectations
Operational
- Regular Performance reviews of Partner Training Team formally and informally to ensure target levels of Call Centre score card
- Training plan & calendar aligned to Corp Training calendar guidelines and Circle requirement on Induction, Circle and Bottom Quartile Refreshers
- Regular visits to Partner floor and addressing deviations & concerns seen/ experienced during the visit
- New practices to encourage learning to protect and enhance Customer experience/ drive Vodafone culture at Partner site
- Rewards and Recognition to keep the front-line motivated on various key performance metrics
- Training related issues/ challenges at Partner end to be resolved by way of active looping of Corporate Lead, Circle Training Manager and concerned stake holders
- Ensuring PKQ across the frontline/ supervisors
- Maintain and update training content, as required
- Completion of all required forms and reports within the time frame allocated
Developmental
- TTTs on new initiatives
- Conducting interventions for Trainers so they are effective on deployment
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