IT Recruitment Consultant at Empyrean Partners
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Group Training Manager - BPO (5-8 yrs)
We have an urgent opening with leading BPO.
Job Location : Mumbai
Qualification : Graduate
Shift : 24- 7 (6 days working)
Skill/Special Skill :
- Strong Customer Service Attitude
- Understanding of training delivery, training operations and OJT
- Sound knowledge of client management
- Excellent communication skills - Written and Verbal
Strong experience in Training Delivery on Product, Process, Systems and Soft Skills/Customer Centricity in online marketing customer service support
- Team management experience in Training Operations and Training Delivery
- Conflict resolution skills
- Analytical thought Process
- Knowledge of sales and up sell
- Should have worked on content development
- TNI and TNA Understanding and implementation
Job Description and Key Accountabilities :
Implementation of the Training policies :
- Creation and Implementation of Customer Experience model
- Managing complete training lifecycle -Training Calendar, Roll-out, Feedback, Control Mechanism, Analysis and Reporting along with classroom delivery
- Training Delivery, Operations and Solutions
- Training NHIT Batches and refreshers as and when required
- Develop Action plans and report out the improvement process
- Assessing the quality of training, adherence to training plan, schedules, content and delivery
Coordinate training and maintaining records :
- Certification closure for the New Hires as per the standards and expected output
- LMS reporting
- Involved in developing short term training capsules based on specific needs of the business or new product launches
- Strong Experience in implementing data analysis and sharing findings without getting under any influence
- Analyze Audit data, Compliance, Communication & Process related data
- Participate in calibrations to ensure consistent scoring & feedback delivery approach
- Managing floor support & supervisors training; Resolution & Communication /Vitality Training's etc.
- Monitor calls on Communication, Soft Skills, and Process & Compliance Parameters as and when needed
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