Associate Director - Human Resource Practice at Michael Page
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VP - Training - Customer Service - BPO (15-18 yrs)
Our client is one of the largest mobile operators in India.
Reporting into head of customer services,you will be responsible for-
Manage learning needs for 30,000 learners across Retail, Outbound, Inbound, Data call centres, back office, retention and relations group.
Build & deploy People capability strategy for the business line with group strategy to develop business centric learning solutions for 30000 plus front line/supervisors spread across channels and provide functional thought leadership/direction to the training teams.
To manage multiple BPO partners and own training/knowledge delivery through trainer head count at contact centres for over 20000 front line at outsourced centres.
Identify, select and manage training /content vendors in the retail, sales, technical, content development and soft skills
Create and Institute people processes, knowledge /skilling /assessing systems from hiring to performance to reward & recognition
As a successful candidate you should have
17-20 Years of total work experience with at least 10 - 12 years of experience in leading learning & development/capability for large multinational organizations and operated with large training budgets.
Expert knowledge of the ADDIE model, Instructional design methods, creation of learning strategy/approach
Certification in various learning systems/tools/methodologies and verticals (delivery, design, KM etc)
Experience of having leveraged new age training /learning channels such as mobile learning, gaming, social media, e learning etc
Sound knowledge of ALT ( Adult Learning Theory)
Preference will be given to people with experience of working in BPO sector
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