Manager Training | 5-8 Yrs | Telecom, Process Training, TTT | Mumbai

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IMMEDIATE JOINERS ALERT!

We're looking for candidates who can join immediately.

9076159575

Please note: No calls will be entertained.

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POSITION DESCRIPTION:

The Training Manager would be responsible for maintaining the support levels of the Project, its various elements and service as per the defined TATs and operational processes. She/he would be responsible for meeting contact center customers SLAs and would be managing customer engagements and escalations. She/he would also be responsible for strong interlock with other cross functional teams for identifying various faults and working towards mitigating and fixing the same.

ESSENTIAL SKILLS / COMPETENCIES:

• Excellent written and verbal English skills and good presentation skills.
• Good comprehension skills
• Comfortable in working 24*7 work environment.
• Adaptive, ready to learn, contribute and deliver consistently under pressure.
• Excellent skills on Excel/Quality Tools / Data Analysis / Analytical Skills / Reporting.
• Patience while giving feedback, Open to change, multi-tasking skills, Interpersonal skill.

• Create training and development programs / plans for specific LOB
• Coach and develop a team of trainers with optimum efficiency
• Handle ad-hoc training requests for multiple accounts
• Participate in client calls representing firm.
• Consolidate, maintain and share training data with internal and external stake holders
• Oversee Training Batch audits / observation session and share constructive feedback
• Driving Behavioral training sessions as and when required
• Own, creation and regular update of training SOPs based on various quality standards
• Review Trainers reporting to them regularly and share constructive documented feedback
• Driving and participating in projects, performance improvement and cost reduction initiatives
• Participate and drive participation of training team in CSR activities
• Design knowledge transfer, shadow and primary support for Transition of new LOBs
• Design, implement, maintain and improve Knowledge Management process for Telecom accounts
• Co-ordinate with support functions such as HR, CS, TIM, Asset to resolve New Hire queries and close the
• issues highlighted by Project spocs aligned for training.
• Ensure that New Hires report on Day 1 and gets aligned with their respective company Project spocs aligned
• for training.
• Participate in both external and internal reviews as per the requirement and share insights as per the
• requirement to support the team leads and Operation manager.
• Understand & mitigate any concerns which are causing delay in engagement progressions. Pick up &
• drive towards the smooth closure of escalated engagements.
• Share best practices, feedback, and suggestions for improvement with company team.

To Qualify

• Candidate must have a graduation or similar qualification of 10+2+3 years
• 1 year sales experience preferred.
• Immediate Joiner and open to US Canadian night shifts and rotational week off
• Minimum 2 yrs of Process AM Training or Training Manager experience in International Telecom
• process.
• Work Location Mumbai or Pune (Flexible to work from both the places)
• Train the Trainer Certification (Internal / External)