Assistant Training Manager, Deputy Training Manager, Training Manager domestic

Job description

BPO Domestic -Asst Training Manager, Deputy Training Manager, Training Manager
Qualification: Any Graduate Experience: 08-12 Years Requirement: BPO exposure is a must. Duties and responsibilities: - Monitoring the overall functioning of the process, identifying improvement areas, and implementing them. - Driving the 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 a monthly basis, such as training throughput, first-time attempts, and 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 and process & product-related topics and ensure TNIs are completed as per the given timeline. - Track the TNI refresher plan and coverage daily. Track improvement trends. - Publish the Training Dashboard - Nesting governance is being tracked and validated. - Conducting trainer audits 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 batches 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. the system report to ensure there are no variances 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 a day, a briefing session has been conducted by us for all the supervisors. During the session, we cascade all new/latest updates further to track the coverage. To ensure all the training infrastructure is in place as per the SOP, such as the training room and data lab. - Twice a month, PKT has been conducted for all advisors and supervisors, whereinPKT questions are being prepared based on the new updates/major observations. Learn the reason and publish the PKT reports. - Training Content Validation—Ensure monthly training content shared by the client has been validated and share the observation if any modifications/new updates are required. - Monitor individual trainers performance and guide, coach, and motivate them to achieve individual as well as team goals. - Driving center-wise projects, prepare and share the monthly training reports. - Function: ITES, BPO, KPO, Customer Service, Operations - Expertise in customer service, voice, email, & chat capacities. - Proficient with Excel and PowerPoint soft skills - Willingness to learn & contribute, positive attitude, and effective team management skills.

Interested Candidate can apply at raksha.more@digitide.com