Senior Manager - Learning & Development - BPO/ITeS

Role Description:

This role is a part of Customer Operations BU's training team, responsible to manage training activities for third-party Contact centers for PAN India Outbound line of businesses. The team largely functions in 3 areas - A. Training governance & compliance, B. Training content - contemporary design & development C. Change deployment.

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.

- Ensure the function supports business needs to deliver a standard, seamless customer experience across all service partners as per Company's Service Standards. This would include managing output aspects of functional training, keeping in line with the Company's service-values & service-spirit and continuous enhancement in training inputs, leading to both qualitative and quantitative improvements in service operations

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.

- Must have in depth understanding of learning technologies like LMS, KMS, SCROM & Digital output formats

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

- Oversee all types of changes received for dissemination basis complexity and impact on the business and accordingly devise appropriate change deployment mechanisms enabling agents to better serve our customers

- Measure & report change deployment efficacy at contact centers, conduct TTTs and other related activities that support the business requirements.