Training Manager - BPO

- Mapping Clients requirement and coordinating in developing and implementing processes in line with the guidelines specified by the client.

- Monitoring the overall functioning of process, identifying improvement areas and implementing.

- Driving Training team to achieve training metrics.

- Initiate and drive projects that would increase customer satisfaction, Productivity and process

- Set Goals and deliverables for the team to carry out their activities (KPIs)

- Ensure all the KPIs of Training are met on monthly basis such as Training Throughput, First time attempt, Training Attrition.

- Plan, prepare and deliver training according to the training packages.

- Prepare & Plan for the Monthly TNI Content to fine tune the associates on Soft skills, Process & Product related and ensure TNI are completed as per the given timeline.

- Track TNI refresher plan and coverage daily, Track improvement trends.

- Publish the Training Dashboard

- Nesting Governance is been tracked and validated.

- Conducting Trainer audit as per standard trainer audit parameters also to ensure all NHT batches are trained as per the lesson planner

- Visit the NHT batches to check training effectiveness and trainee knowledge on critical areas by different methods i.e. Mock call, dip check , Presentation on any topic , Crystal practice,etc

- Visit all the NHT batch to check if all advisors are meeting the MSR (Minimum Skill Required) eligibility such as Typing speed, Navigation Test, Versant assessment & Merit assessment.

- Validate the MSR Report shared by HR vs. System report to ensure there are no variance observed during the Audit.

- Track daily batch trackers to ensure compliance to process tollgates - assessment days, certification scores, reassessment, before next day etc.

- Knowledge dissemination- Twice in a day briefing session is been conducted by us to all the supervisors during the session we cascade all new/latest updates further to track the coverage.

- To ensure all the training infra are in place as per the SOP such as Training Room & Data Lab.

- Monthly twice PKT is been conducted to all advisors and Supervisors where in PKT questions are been prepared based on the new updates/major observations /! Learns reason

- Publish the PKT Reports.

- Training Content Validation - Ensure monthly Training content shared by client is been validated and share the observation if any modifications /new updation is required.

- Monitor individual trainer's performance and guide, coach and motivate them to achieve individual as well - as team goals.

- Driving center wise projects

- Prepare and Share the Monthly Reports

- Publish the Monthly Training report.