POSITION DESCRIPTION
Designation: VP - Training
Reporting to: SVP - Operations
Location: Philippines
Overall Experience: 10 to 12 Years
Functional Experience:
10+ Years in Training
Understanding of Learning functions and deliverables
Exposure to Data Analysis
Exposure to statistical concepts
Education / Qualification:
Post Graduate
Scope of Work / Area of Influence:
To supervise and lead training function for an 1800 strong team of agents taking inbound and making out bound calls
This will be achieved through a team of AVPs, Managers and Trainers
Key Accountabilities:
Own SLA - 100% Adherence to SLAs and training Calendar
Ensuring 100% client satisfaction Index on training and training initiatives
Innovation and implementation of technology in training
Leading learning curve reduction projects
Co-own Operations Quality target
Maintain and Review Training Standard Procedures
Maintaining Quality levels
Meet internal KPI
Training Review with Internal & External Customer
Own New Hire Orientation and manage attrition during training
Custom training as per Ops/Client requirement
Coaching and Feedback, Soft Skills training, etc
Knowledge Management Implementation
Develop new and improved modules
Managing performance of team and driving them
Developing Trainer skills
Mentoring Trainers
Career path for Trainer, Succession Planning
Selecting and Evaluating process Trainers
Trainer Evaluation Periodically
Devise mechanism to continuously improve throughput
Review Training MIS Job Responsibilities
Ensuring Training Records as update, Meeting ISO requirement
Monitor and Implement Training Feedback
Personal Attributes:
High Initiative and Enthusiasm to drive improvements
Excellent communication skills (Written & Verbal) - should be able to communicate with various levels in the organization at the same time.
Prioritizing and Organizing Skills.
Ability to work with a team.
Analytical and problem solving skills.
Leadership Skills to lead a team
Exposure to quality and understanding of quality resources & their requirements
Hands-on with Excel, PPT, other MS office tools, other presentation & project management tools
Analytical and Logical Thinking
Reporting and Co-ordination Skills
Open to travel between locations
Diversity Initiatives
Inclusion Network: Shine Network
This is an inclusive business network for our LGBTQ+ community and it is all about breaking down barriers of difference and connecting people. Shine celebrates each person’s uniqueness, regardless of sexuality, race, gender, religion...........See More
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