Deputy Manager - Process Training

As a Process Training Manager for a customer service contact center, you will have the opportunity to lead training initiatives for new hires and existing employees. Your responsibilities will include: - Managing process training for a customer service contact center, with a focus on New Hire Trainings and Training Initiatives for existing employees. - Having knowledge of the banking and financial industry will be an added advantage. - Learning the process, getting trained and certified yourself, and leading the trainers for the account. - Working on the ground with ground-level staff and existing trainers, managing training rooms, OJTs, call simulations, knowledge assessments, and retention activities. - Driving BAU practices, conducting regular assessments, updating processes, ensuring process accuracy, and liaising with operations and quality teams. - Conducting soft skills training and managing training logistics with facility, WFM, Ops, and other functions. - Demonstrating knowledge of the business/process in customer experience area. - Possessing excellent communication skills to interact with internal stakeholders and clients. - Having analytical ability to understand the business impact and manage multiple teams and locations by providing KPIs. - Understanding training metrics, TNI/TNA processes, and making recommendations for process improvements. - Identifying process improvement projects, launching them end-to-end with collaboration, and acting as a consultant for operations. - Analyzing data, suggesting measures for revenue generation, and ensuring vertical hygiene and compliances. - Promoting standardization by creating SOPs across training and behavioral training programs. - Working with Vertical leads to provide inputs on development areas for projects and offering real-time support to project teams. Qualifications required for this role: - Bachelor's degree in any field. - Excellent interpersonal, English communication, and writing skills. - Strong facilitation skills and attention to detail. - Ability to adapt communication style for handling complex questions and communicating clearly with varied individuals. - Graduate/Postgraduate or equivalent professional with a minimum of 3+ years of relevant experience. Location: Pune Join us at WNS and contribute to the transformational solutions we co-create with our clients across various industries.,