Leading BPO in Kolkata Hiring for Process Training Manager International Voice Process Must be working as Training Manager on papers for at least 1 year in BPO or tenured Deputy Manager Training in International BPO(Customer service) Experience in International Voice Process is Mandatory CTC UPTO 16LPA based on Last CTC & Experience Candidates willing to relocate can also apply Shifts 24*7 Interested candidates can mail cv at simmi@hiresquad.in or call at 8467054123 Roles & Responsibilities Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers Draw an overall or individualized training and development plan that addresses needs and expectations Conduct effective induction and orientation sessions Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them Develop/ enhance the current training methodologies/ framework Resolve any process related opportunities and tailor training programs as necessary Maintain a keen understanding of training trends, developments and best practices Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc) Schedule training sessions, organizes information cascade and other interventions for team Review existing training materials and manuals to determine appropriateness and relevance and update accordingly Work with managers to address learning issues, instruction problems, or new educational needs regarding specific employees or departments Show more Show less
MNC in Gurugram Hiring For Process Trainer International Voice Process BANKING EXPERIENCE IS MANDATORY Require Excellent communication skills. CTC UPTO 10LPA Based on Experience and Last CTC *******Only Immediate joiners are required****** Process Trainer Eligibility : Must have 1+ experience as an Process Trainer in International BPO in Banking Process Experience in giving Training to New Hire Design training curriculum using inputs from Operations &Quality Knowledge management for the process Maintain MIS related to all training batches Keep up to date with the product / process knowledge Accountability for 0 – 30 days batch performance Attend TTT conducted by clients Conduct PKT and process refreshers on the floor Design & Develop training content Create monthly Training Need Analysis to identify areas of knowledge gap and follow it up with appropriate refresher plans for the required population Participate in calibration of Trainers, QAs and Voice Coaches within the team Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 Show more Show less
MNC in Mumbai, Pune, Kolkata & Bangalore Hiring For Process Trainer International Voice Process INTERNATIONAL CUSTOMER SERVICE EXPERIENCE IS MANDATORY Require Excellent communication skills. CTC UPTO 7.5LPA Based on Experience and Last CTC *******Only Immediate joiners are required****** Process Trainer Eligibility : Must have 1+ experience as an Process Trainer in International BPO in International Voice Process Experience in giving Training to New Hire Design training curriculum using inputs from Operations &Quality Knowledge management for the process Maintain MIS related to all training batches Keep up to date with the product / process knowledge Accountability for 0 – 30 days batch performance Attend TTT conducted by clients Conduct PKT and process refreshers on the floor Design & Develop training content Create monthly Training Need Analysis to identify areas of knowledge gap and follow it up with appropriate refresher plans for the required population Participate in calibration of Trainers, QAs and Voice Coaches within the team Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123
MNC in Mumbai, Pune, Kolkata Hiring For Process Trainer International Voice Process INTERNATIONAL CUSTOMER SERVICE EXPERIENCE IS MANDATORY Require Excellent communication skills. CTC UPTO 7LPA Based on Experience and Last CTC *******Only Immediate joiners are required****** Process Trainer Eligibility : Must have 1+ experience as an Process Trainer in International BPO in International Voice Process Experience in giving Training to New Hire Design training curriculum using inputs from Operations &Quality Knowledge management for the process Maintain MIS related to all training batches Keep up to date with the product / process knowledge Accountability for 0 – 30 days batch performance Attend TTT conducted by clients Conduct PKT and process refreshers on the floor Design & Develop training content Create monthly Training Need Analysis to identify areas of knowledge gap and follow it up with appropriate refresher plans for the required population Participate in calibration of Trainers, QAs and Voice Coaches within the team Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123
MNC in Mumbai, Pune, Kolkata Hiring For Process Trainer International Voice Process INTERNATIONAL CUSTOMER SERVICE EXPERIENCE IS MANDATORY Require Excellent communication skills. CTC UPTO 7LPA Based on Experience and Last CTC *******Only Immediate joiners are required****** Process Trainer Eligibility : Must have 1+ experience as an Process Trainer in International BPO in International Voice Process Experience in giving Training to New Hire Design training curriculum using inputs from Operations &Quality Knowledge management for the process Maintain MIS related to all training batches Keep up to date with the product / process knowledge Accountability for 0 – 30 days batch performance Attend TTT conducted by clients Conduct PKT and process refreshers on the floor Design & Develop training content Create monthly Training Need Analysis to identify areas of knowledge gap and follow it up with appropriate refresher plans for the required population Participate in calibration of Trainers, QAs and Voice Coaches within the team Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123
MNC in Bangalore Hiring For Process Trainer International Voice Process INTERNATIONAL CUSTOMER SERVICE EXPERIENCE IS MANDATORY Require Excellent communication skills. CTC UPTO 7LPA Based on Experience and Last CTC *******Only Immediate joiners are required****** Process Trainer Eligibility : Must have 1+ experience as an Process Trainer in International BPO in International Voice Process Experience in giving Training to New Hire Design training curriculum using inputs from Operations &Quality Knowledge management for the process Maintain MIS related to all training batches Keep up to date with the product / process knowledge Accountability for 0 – 30 days batch performance Attend TTT conducted by clients Conduct PKT and process refreshers on the floor Design & Develop training content Create monthly Training Need Analysis to identify areas of knowledge gap and follow it up with appropriate refresher plans for the required population Participate in calibration of Trainers, QAs and Voice Coaches within the team Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123
MNC in GURGAON Hiring For SR Process Trainer//AM Training International Voice Process Banking Voice Process INTERNATIONAL CUSTOMER SERVICE EXPERIENCE IS MANDATORY Require Excellent communication skills. CTC UPTO 11LPA Based on Experience and Last CTC Process Trainer Eligibility : Must have 2+ experience as an Process Trainer in International BPO in International Voice Process Experience in giving Training to New Hire Design training curriculum using inputs from Operations &Quality Knowledge management for the process Maintain MIS related to all training batches Keep up to date with the product / process knowledge Accountability for 0 – 30 days batch performance Attend TTT conducted by clients Conduct PKT and process refreshers on the floor Design & Develop training content Create monthly Training Need Analysis to identify areas of knowledge gap and follow it up with appropriate refresher plans for the required population Participate in calibration of Trainers, QAs and Voice Coaches within the team Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123
MNC in Mumbai, Pune, Kolkata Hiring For Process Trainer International Voice Process INTERNATIONAL CUSTOMER SERVICE EXPERIENCE IS MANDATORY Require Excellent communication skills. CTC UPTO 7LPA Based on Experience and Last CTC *******Only Immediate joiners are required****** Process Trainer Eligibility : Must have 1+ experience as an Process Trainer in International BPO in International Voice Process Experience in giving Training to New Hire Design training curriculum using inputs from Operations &Quality Knowledge management for the process Maintain MIS related to all training batches Keep up to date with the product / process knowledge Accountability for 0 – 30 days batch performance Attend TTT conducted by clients Conduct PKT and process refreshers on the floor Design & Develop training content Create monthly Training Need Analysis to identify areas of knowledge gap and follow it up with appropriate refresher plans for the required population Participate in calibration of Trainers, QAs and Voice Coaches within the team Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123
MNC in PUNE Hiring For Process Trainer Service Desk Process Require Excellent communication skills. CTC UPTO 7LPA Based on Experience and Last CTC *******Only Immediate joiners are required****** Process Trainer Eligibility : Must have 1+ experience as an Process Trainer in International BPO in Technical Support Voice Process Experience in giving Training to New Hire Key skills & knowledge: Comprehensive knowledge of all PCs / Printers Excellent troubleshooting and problem-solving skills. Solid understanding of computer hardware, software, and networking concepts. Ability to effectively communicate technical information to non-technical users. Proficiency in using ServiceNow or similar IT service management tools. Strong understanding of Active Directory, including user and group management Should have analytical skills with basics in Excel to analyse and identify areas of technical and skill competency improvement. High Levels of demonstrated Interpersonal & communication skills and stakeholder management skills ITIL certification shall be an added advantage. Role and Key Responsibilities: Responsible for providing day-to-day functional direction to agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations. Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment. Prepare and present training material through classroom learning, hands on demonstrations and supporting activities. Accountable for achieving individual training performance metrics. Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet business standards. Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed) and side by side observations. Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients. May support the Instructional Design team in designing and developing training materials for various instructional delivery methods including computer-based training, interactive classroom training and written job aids Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation. Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123
MNC in Mumbai Hiring For Process Trainer International Voice Process INTERNATIONAL CUSTOMER SERVICE EXPERIENCE IS MANDATORY Require Excellent communication skills. CTC UPTO 7LPA Based on Experience and Last CTC *******Only Immediate joiners are required****** Process Trainer Eligibility : Must have 1+ experience as an Process Trainer in International BPO in International Voice Process Experience in giving Training to New Hire Design training curriculum using inputs from Operations &Quality Knowledge management for the process Maintain MIS related to all training batches Keep up to date with the product / process knowledge Accountability for 0 – 30 days batch performance Attend TTT conducted by clients Conduct PKT and process refreshers on the floor Design & Develop training content Create monthly Training Need Analysis to identify areas of knowledge gap and follow it up with appropriate refresher plans for the required population Participate in calibration of Trainers, QAs and Voice Coaches within the team Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123
MNC in PUNE Hiring For Process Trainer Service Desk Process Require Excellent communication skills. CTC UPTO 7LPA Based on Experience and Last CTC *******Only Immediate joiners are required****** Process Trainer Eligibility : Must have 1+ experience as an Process Trainer in International BPO in Technical Support Voice Process Experience in giving Training to New Hire Key skills & knowledge: Comprehensive knowledge of all PCs / Printers Excellent troubleshooting and problem-solving skills. Solid understanding of computer hardware, software, and networking concepts. Ability to effectively communicate technical information to non-technical users. Proficiency in using ServiceNow or similar IT service management tools. Strong understanding of Active Directory, including user and group management Should have analytical skills with basics in Excel to analyse and identify areas of technical and skill competency improvement. High Levels of demonstrated Interpersonal & communication skills and stakeholder management skills ITIL certification shall be an added advantage. Role and Key Responsibilities: Responsible for providing day-to-day functional direction to agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations. Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment. Prepare and present training material through classroom learning, hands on demonstrations and supporting activities. Accountable for achieving individual training performance metrics. Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet business standards. Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed) and side by side observations. Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients. May support the Instructional Design team in designing and developing training materials for various instructional delivery methods including computer-based training, interactive classroom training and written job aids Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation. Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123
As a Process Trainer at an MNC in Pune, you will be responsible for providing day-to-day functional direction to agents within the program training classroom environment. This includes monitoring student progress throughout the training, providing coaching, developmental feedback, and readiness recommendations. You will utilize effective presentation and facilitation skills, incorporating creative training techniques and adult/accelerated learning techniques using various training delivery modalities in a classroom setting. Your role will involve preparing and delivering training material through classroom learning, hands-on demonstrations, and supporting activities. You will be held accountable for achieving individual training performance metrics and supporting the transition of agents from training to the production environment in collaboration with Operations to ensure competency levels meet business standards. To excel in this role, you must have at least 1+ years of experience as a Process Trainer in an International BPO, specifically in Technical Support Voice Process. Your key skills and knowledge should include a comprehensive understanding of PCs and printers, excellent troubleshooting and problem-solving abilities, solid knowledge of computer hardware, software, and networking concepts, and the ability to effectively communicate technical information to non-technical users. Proficiency in using ServiceNow or similar IT service management tools, a strong understanding of Active Directory (including user and group management), and analytical skills with basics in Excel to analyze and identify areas of technical and skill competency improvement are essential. Additionally, possessing high levels of demonstrated interpersonal, communication, and stakeholder management skills will be beneficial in this role. ITIL certification would be considered an added advantage. You may also be required to support the Instructional Design team in designing and developing training materials for various instructional delivery methods, such as computer-based training, interactive classroom training, and written job aids. Evaluating the effectiveness of training programs using feedback methods like focus groups, interviews, and surveys will also be part of your responsibilities to enhance training resources and programs based on evaluation results. If you are an immediate joiner with excellent communication skills and meet the eligibility criteria mentioned above, we encourage you to apply by sending your CV to simmi@hiresquad.in or contacting us at 8467054123.,
Leading BPO in Pune Hiring for Quality & Training Manager International Voice process Must be a Manager On papers in Quality & Training in International BPO International Voice Experience(Mandatory) Over All Experience 8+ Years CTC UPTO 15LPA Role & responsibilities Act as a primary POC among the QA, Training teams, OPS & clients. Recommended responsibilities include but are not limited to the following: Lead, manage, motivate, and mentor a team of Quality Analysts Drive consistency to ensure the strong quality performance and alignment across all programs Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across program Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads Implement and drive the QA process and structure Identify possible issues and trends and give actionable insights while communicating to relevant stakeholders Implement initiatives and projects to counteract any possible trends, drive business KPIs Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency Analyse quality and performance trends to provide recommendations for program improvement Responsible for the delivery of vendor quality metrics at MBRs and QBRs Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring; Providing input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies Maintain accurate metrics of direct reports individual performance as well as overall team level performance Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans Develop strong working relationships with key Business stakeholders, internal and external Oversee audits of key support processes within each account and recommends changes Preferred candidate profile People Management skills Ability to drive initiatives to closure Ability to deal with all levels of employees Ability to provide leadership, direction and motivation to build high performing teams Analytical and Quantitative skills Excellent Communication skills Data Handling / data interpretation skills Good working knowledge of Transaction Quality systems, tools and technologies. Should understand Transitions, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively High level of maturity to handle people including but not limited to client, stake holders, peers etc. Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure Detail oriented with Strong organizational and Presentation skills Flexible to work in 24X7 environment (night shifts and weekends basis scope) Education : Graduate in any discipline desirable Should have 8+ years of Overall experience. Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123
Leading BPO in Kolkata Hiring for Process Training Manager International Voice Process Travel Experience is Preferred Must be working as Training Manager on papers for at least 1 year in BPO or tenured Deputy Manager Training in International BPO(Customer service) Experience in International Voice Process is Mandatory CTC UPTO 17LPA based on Last CTC & Experience Candidates willing to relocate can also apply Shifts 24*7 Interested candidates can mail cv at simmi@hiresquad.in or call at 8467054123 Roles & Responsibilities Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers Draw an overall or individualized training and development plan that addresses needs and expectations Conduct effective induction and orientation sessions Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them Develop/ enhance the current training methodologies/ framework Resolve any process related opportunities and tailor training programs as necessary Maintain a keen understanding of training trends, developments and best practices Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc) Schedule training sessions, organizes information cascade and other interventions for team Review existing training materials and manuals to determine appropriateness and relevance and update accordingly Work with managers to address learning issues, instruction problems, or new educational needs regarding specific employees or departments
Leading BPO in Pune Hiring for Quality & Training Manager International Voice process Must be a Manager On papers in Quality & Training in International BPO International Voice Experience(Mandatory) Over All Experience 8+ Years CTC UPTO 15LPA Role & responsibilities Act as a primary POC among the QA, Training teams, OPS & clients. Recommended responsibilities include but are not limited to the following: Lead, manage, motivate, and mentor a team of Quality Analysts Drive consistency to ensure the strong quality performance and alignment across all programs Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across program Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads Implement and drive the QA process and structure Identify possible issues and trends and give actionable insights while communicating to relevant stakeholders Implement initiatives and projects to counteract any possible trends, drive business KPIs Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency Analyse quality and performance trends to provide recommendations for program improvement Responsible for the delivery of vendor quality metrics at MBRs and QBRs Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring; Providing input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies Maintain accurate metrics of direct reports individual performance as well as overall team level performance Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans Develop strong working relationships with key Business stakeholders, internal and external Oversee audits of key support processes within each account and recommends changes Preferred candidate profile People Management skills Ability to drive initiatives to closure Ability to deal with all levels of employees Ability to provide leadership, direction and motivation to build high performing teams Analytical and Quantitative skills Excellent Communication skills Data Handling / data interpretation skills Good working knowledge of Transaction Quality systems, tools and technologies. Should understand Transitions, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively High level of maturity to handle people including but not limited to client, stake holders, peers etc. Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure Detail oriented with Strong organizational and Presentation skills Flexible to work in 24X7 environment (night shifts and weekends basis scope) Education : Graduate in any discipline desirable Should have 8+ years of Overall experience. Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123
Leading BPO in Bangalore Hiring For Team Leader/Assistant Manager Require Experience in International Voice Process CTC UPTO 7.8LPA Require min 1Year as Team Leader Experience in International BPO Looking for Candidates from BPO ONLY Strong in Operations Matrices like Attrition, Shrinkage, CSAT, NPS, SLA Must have Excellent Communication Skills US Shifts Mail CV at simmi@hiresquad.in or call at 8467054123 Role and Key Responsibilities : Responsible for the day-to-day supervision of a group of Game Changers including work and attendance monitoring in accordance with organization policy and applicable legal requirements Regularly impart effective coaching to team members, enabling consistent high-performance delivery monthly Identify performance related issues, develop an action plan for improvement and implement corrective action Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs’) and financial expectations Communicate expectations to employees and provide timely updates Conduct Team Meetings to ensure expedient communication of relevant information. Schedule and organize team activities Stay current on internal work processes, policies and procedures. Attend required manager development training Exercise independent judgment and discretion in the performance of the said main function to implement management policies Support and manage the program together with other Team Leaders and Managers Provide input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements Manage team members on a regular basis and write and deliver performance appraisal. Key Skills & knowledge: Highly motivated individuals with skills to develop and coach team members to achieve performance expectations Work well under pressure and follow through on items to completion Strong communication skills, both written and verbal Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables Ability to mentor, coach and provide direction to team members Interested candidates can call at simmi@hiresquad.in or call at 8467054123
Leading BPO in Bangalore Hiring For Team Leader/Assistant Manager Require Experience in International Voice Process CTC UPTO 7.8LPA Require min 1Year as Team Leader Experience in International BPO Looking for Candidates from BPO ONLY Strong in Operations Matrices like Attrition, Shrinkage, CSAT, NPS, SLA Must have Excellent Communication Skills US Shifts Mail CV at [HIDDEN TEXT] or call at 8467054123 Role and Key Responsibilities : Responsible for the day-to-day supervision of a group of Game Changers including work and attendance monitoring in accordance with organization policy and applicable legal requirements Regularly impart effective coaching to team members, enabling consistent high-performance delivery monthly Identify performance related issues, develop an action plan for improvement and implement corrective action Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations Communicate expectations to employees and provide timely updates Conduct Team Meetings to ensure expedient communication of relevant information. Schedule and organize team activities Stay current on internal work processes, policies and procedures. Attend required manager development training Exercise independent judgment and discretion in the performance of the said main function to implement management policies Support and manage the program together with other Team Leaders and Managers Provide input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements Manage team members on a regular basis and write and deliver performance appraisal. Key Skills & knowledge: Highly motivated individuals with skills to develop and coach team members to achieve performance expectations Work well under pressure and follow through on items to completion Strong communication skills, both written and verbal Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables Ability to mentor, coach and provide direction to team members Interested candidates can call at [HIDDEN TEXT] or call at 8467054123 Show more Show less
Leading BPO in Kolkata Hiring for Process Training Manager International Voice Process Travel Experience is Preferred Must be working as Training Manager on papers for at least 1 year in BPO or tenured Deputy Manager Training in International BPO(Customer service) Experience in International Voice Process is Mandatory CTC UPTO 17LPA based on Last CTC & Experience Candidates willing to relocate can also apply Shifts 24*7 Interested candidates can mail cv at simmi@hiresquad.in or call at 8467054123 Roles & Responsibilities Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers Draw an overall or individualized training and development plan that addresses needs and expectations Conduct effective induction and orientation sessions Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them Develop/ enhance the current training methodologies/ framework Resolve any process related opportunities and tailor training programs as necessary Maintain a keen understanding of training trends, developments and best practices Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc) Schedule training sessions, organizes information cascade and other interventions for team Review existing training materials and manuals to determine appropriateness and relevance and update accordingly Work with managers to address learning issues, instruction problems, or new educational needs regarding specific employees or departments
Leading BPO in Pune Hiring for Quality & Training Manager International Voice process Must be a Manager On papers in Quality & Training in International BPO International Voice Experience(Mandatory) Over All Experience 8+ Years CTC UPTO 15LPA Role & responsibilities Act as a primary POC among the QA, Training teams, OPS & clients. Recommended responsibilities include but are not limited to the following: Lead, manage, motivate, and mentor a team of Quality Analysts Drive consistency to ensure the strong quality performance and alignment across all programs Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across program Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads Implement and drive the QA process and structure Identify possible issues and trends and give actionable insights while communicating to relevant stakeholders Implement initiatives and projects to counteract any possible trends, drive business KPIs Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency Analyse quality and performance trends to provide recommendations for program improvement Responsible for the delivery of vendor quality metrics at MBRs and QBRs Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring; Providing input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies Maintain accurate metrics of direct reports individual performance as well as overall team level performance Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans Develop strong working relationships with key Business stakeholders, internal and external Oversee audits of key support processes within each account and recommends changes Preferred candidate profile People Management skills Ability to drive initiatives to closure Ability to deal with all levels of employees Ability to provide leadership, direction and motivation to build high performing teams Analytical and Quantitative skills Excellent Communication skills Data Handling / data interpretation skills Good working knowledge of Transaction Quality systems, tools and technologies. Should understand Transitions, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively High level of maturity to handle people including but not limited to client, stake holders, peers etc. Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure Detail oriented with Strong organizational and Presentation skills Flexible to work in 24X7 environment (night shifts and weekends basis scope) Education : Graduate in any discipline desirable Should have 8+ years of Overall experience. Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123
Leading BPO in Kolkata Hiring For Team Leader/Assistant Manager Require Experience in International Voice Process CTC UPTO 7.8LPA Require min 1Year as Team Leader Experience in International BPO Looking for Candidates from BPO ONLY Strong in Operations Matrices like Attrition, Shrinkage, CSAT, NPS, SLA Must have Excellent Communication Skills US Shifts Mail CV at simmi@hiresquad.in or call at 8467054123 Role and Key Responsibilities : Responsible for the day-to-day supervision of a group of Game Changers including work and attendance monitoring in accordance with organization policy and applicable legal requirements Regularly impart effective coaching to team members, enabling consistent high-performance delivery monthly Identify performance related issues, develop an action plan for improvement and implement corrective action Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs’) and financial expectations Communicate expectations to employees and provide timely updates Conduct Team Meetings to ensure expedient communication of relevant information. Schedule and organize team activities Stay current on internal work processes, policies and procedures. Attend required manager development training Exercise independent judgment and discretion in the performance of the said main function to implement management policies Support and manage the program together with other Team Leaders and Managers Provide input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements Manage team members on a regular basis and write and deliver performance appraisal. Key Skills & knowledge: Highly motivated individuals with skills to develop and coach team members to achieve performance expectations Work well under pressure and follow through on items to completion Strong communication skills, both written and verbal Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables Ability to mentor, coach and provide direction to team members Interested candidates can call at simmi@hiresquad.in or call at 8467054123