Training Manager

Job Description

Designs training & test modules based on needs Maintains regular correspondence with the clients to clarify process updates and percolates it to Operations Resolves issues pertaining to process knowledge with clients Ensures that Quality, CSAT, Resolution scores for the batch meets the defined norms within the first month of production Conducts interviews & coordinates with HR for recruiting trainers / trainees Ensure 100percent adherence on client driven SOP & BEST T&D compliance Prepare Trainers through TTT/ Platform skills certification Liaises with Central MIS / Admin dept / HR / Payroll for training resource availability Coordinates with all stakeholders to ensure New Hire training process runs effectively Prepare and attend all business / client reviews& work on the action plans to improve business performance Understanding of root cause analysis & reasons to better performance Interacts with IT team for creation and deletion of Ids for new team members Delivers Customer Service with Sales Process Excellence and Process Improvement Initiatives Supports Innovation & Continues Improvement to uplift sales performance Engaging Communication Coaches & Develops Others Support and monitor new trainees during the OJT (On the Job Training) period Create new product specific sales training curriculum Knowledge of training ideologies (Kirkpatrick model, KSA, TNA, TNI etc) Should have mandate experience in sales training from BPO Background Show more Show less