Vodafone - Call Center Trainer

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