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27/08 Diksha Uniyal
Associate Director - Human Resource Practice at Michael Page

Views:3547 Applications:129 Rec. Actions:Recruiter Actions:23

VP - Training - Customer Service - BPO (15-18 yrs)

Mumbai Job Code: 251402

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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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