Senior Manager - Learning & Development - BPO

- Drive the main objective of Customer Experience enhancement at the partner location

- Govern and monitor all training process

- Create a Training plan based on forecasted operational numbers

- Trainer and Training process audits

- Responsible for quality at source - hiring, New Hire Training output on an ongoing basis

- Overlook the consultant life cycle at partner location - Hiring, Id creation, Training and on-floor performance

- Work closely with Ops / WFM / Quality peers in meeting business goals

- Work on 0 to 30 consultants and ensure 0 to 30 targets are met.

- Work with the Quality team on TNI and roll out refreshers

- Work on continual improvement of operations metrics through refreshers

- Drive training metrics (Dashboards, reports, EWS, RAG analysis)

- Conduct regular audits - (Infra, Training Curriculum, Training room, Trainer audits)

- Be responsible for knowledge management and high penetration of information on process changes, new process deployments

- Working on reducing the learning curve and improving go-live efficiency

- Direct efficient Knowledge Management Assessments

- Knowledge dip checks for trainers and floor

- Cyclic certification of trainers