Practice Lead at Smart Source
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Head - Call Center/BPO Training (11-24 yrs)
Apply Only and Only if you have excellent experience in Call Center/BPO Training. This is not HR Learning & Development/Training role.
A. Training governance & compliance
- This role is expected to manage training output measures of success, create a robust process to track, monitor & report agent on the job performance and report health of the business to internal stakeholders.
- The role is responsible to define training policies and processes that should be adhered to by the contact centers as expected
B. Training content - Contemporary design & development
- The role is responsible to have most updated state of the art training content designed and developed by both internal team members & external vendors for consumption by contact centers.
- Must be able to use eLearning tools like Articulate 360, Captivate, Epiplex 500, POWTOON to create internal digital training content and is expected to build internal capability to use these tools.
C. Change deployment
- The business environment is highly dynamic experiencing lot of product & process related changes daily from upstream / downstream teams. The role is expected to build effective change dissemination mediums enabling timely, accurate deployment of product & process changes across all contact centers
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