VP - Training - Customer Service - BPO

Our client is one of the largest mobile operators in India.

Reporting into head of customer services,you will be responsible for-

Manage learning needs for 30,000 learners across Retail, Outbound, Inbound, Data call centres, back office, retention and relations group.

Build & deploy People capability strategy for the business line with group strategy to develop business centric learning solutions for 30000 plus front line/supervisors spread across channels and provide functional thought leadership/direction to the training teams.

To manage multiple BPO partners and own training/knowledge delivery through trainer head count at contact centres for over 20000 front line at outsourced centres.

Identify, select and manage training /content vendors in the retail, sales, technical, content development and soft skills

Create and Institute people processes, knowledge /skilling /assessing systems from hiring to performance to reward & recognition

As a successful candidate you should have

17-20 Years of total work experience with at least 10 - 12 years of experience in leading learning & development/capability for large multinational organizations and operated with large training budgets.

Expert knowledge of the ADDIE model, Instructional design methods, creation of learning strategy/approach

Certification in various learning systems/tools/methodologies and verticals (delivery, design, KM etc)

Experience of having leveraged new age training /learning channels such as mobile learning, gaming, social media, e learning etc

Sound knowledge of ALT ( Adult Learning Theory)

Preference will be given to people with experience of working in BPO sector