Senior Manager Training

As a BPO Senior Manager Training, your role involves monitoring the overall functioning of the process, identifying improvement areas, and implementing necessary changes. You will be responsible for driving the Training team to achieve training metrics and initiating projects to enhance customer satisfaction, productivity, and process efficiency. Setting goals and deliverables for the team, such as KPIs, is crucial to ensure all training KPIs are met on a monthly basis. Your duties and responsibilities include: - Plan, prepare, and deliver training according to the training packages provided. - Prepare and plan for the Monthly Training Needs Identification (TNI) content to enhance associates' soft skills, process knowledge, and product-related skills. Ensure completion of TNIs within the specified timeline. - Track TNI refresher plan and coverage daily to monitor improvement trends. - Publish the Training Dashboard for visibility and tracking. - Conduct Trainer audits as per standard parameters and ensure all New Hire Training (NHT) batches are trained effectively. - Visit NHT batches to assess training effectiveness and trainee knowledge through various methods like mock calls, dip checks, presentations, and practice sessions. - Validate Minimum Skill Required (MSR) eligibility criteria for all advisors in NHT batches. - Monitor daily batch trackers to ensure compliance with process tollgates and certification requirements. - Conduct briefing sessions for supervisors twice a day to disseminate new updates and ensure training infrastructure readiness. - Organize PKT sessions for advisors and supervisors, preparing questions based on new updates and observations, and publish PKT reports. - Validate monthly training content shared by the client and provide feedback for modifications or updates if required. - Monitor individual trainer performance, provide guidance, coaching, and motivation to achieve individual and team goals. - Drive center-wise projects and prepare monthly training reports for sharing. Additional details about the company or any specific requirements were not mentioned in the job description provided. As a BPO Senior Manager Training, your role involves monitoring the overall functioning of the process, identifying improvement areas, and implementing necessary changes. You will be responsible for driving the Training team to achieve training metrics and initiating projects to enhance customer satisfaction, productivity, and process efficiency. Setting goals and deliverables for the team, such as KPIs, is crucial to ensure all training KPIs are met on a monthly basis. Your duties and responsibilities include: - Plan, prepare, and deliver training according to the training packages provided. - Prepare and plan for the Monthly Training Needs Identification (TNI) content to enhance associates' soft skills, process knowledge, and product-related skills. Ensure completion of TNIs within the specified timeline. - Track TNI refresher plan and coverage daily to monitor improvement trends. - Publish the Training Dashboard for visibility and tracking. - Conduct Trainer audits as per standard parameters and ensure all New Hire Training (NHT) batches are trained effectively. - Visit NHT batches to assess training effectiveness and trainee knowledge through various methods like mock calls, dip checks, presentations, and practice sessions. - Validate Minimum Skill Required (MSR) eligibility criteria for all advisors in NHT batches. - Monitor daily batch trackers to ensure compliance with process tollgates and certification requirements. - Conduct briefing sessions for supervisors twice a day to disseminate new updates and ensure training infrastructure readiness. - Organize PKT sessions for advisors and supervisors, preparing questions based on new updates and observations, and publish PKT reports. - Validate monthly training content shared by the client and provide feedback for modifications or updates if required. - Monitor individual trainer performance, provide guidance, coaching, and motivation to achieve individual and team goals. - Drive center-wise projects and prepare monthly training reports for sharing. Additional details about the company or any specific requirements were not mentioned in the job description provided.