Training Manager

Qualification

• Should have experience of 10+ years in Training Domain
• Good Communication Skills
• Should be skilled in working with inbound, outbound & blended (voice & email) environment
• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training , professional development and corrective action plans
• Managing Customer Service Training
• Monitor Review Trainers Performance on monthly basis.
• Ensuring timely delivery of training batches on floor.
• Formulating Training procedures, policies and processes.
• Planning and coordinating necessary training on various tools, compliance, policies and procedures to the team members.
• Maintain daily training dashboards calendar every month planning of training rooms accordingly.
• Working closely with the Ops and quality team to use data from floor in training sessions for enhancement of productivity.
• Mapping Trainers KPI s to ensure good Training output
• Capturing, Measuring and Analysing CSAT and Related Scores to enhance customer experience.
• Criteria
• Should be having BPO experience
• Should be having experience of Managerial level
• Should know the KRA of Manager Training
• Manager Training experience is Mandate

Skills:

• Strong knowledge of quality assurance standards and methodologies.
• Excellent managerial, leadership and communication skills.
• Analytical approach with good numerical skill and understanding of statistical analysis.
• Keen attention to detail and organizational abilities.
• Basic knowledge of computers and use of software like MS Office.

• Demonstrated ability managing and developing large high performance teams of analysts/managers is required.
• Must have handled large teams in BPO for Voice & Non Voice process
• Understands the value of confidentiality and sensitivity of tasks at hand
• Consistently exhibits honesty in giving reliable solutions/answers to client’s inquiries and or issues

Abilities:

• Ability to work under pressure in a fast-paced dynamic environment.
• Clear and logical thinking with an ability to deal with ambiguity.
• Communicates effectively in a positive manner
• Excellent Customer Service Skills
• Demonstrates an ability to be well-organized, efficient and self-disciplined