Deputy Manager

4 weeks ago

Pune, Maharashtra, India WNS Full time

Job Description:


• Over 4 to 5 years of experience managing process training for a customer service contact center.


• New Hire Trainings and Training Initiatives for the existing employees.


• Knowledge of banking and financial industry would be added advantage.


• Be ready to learn the process, get trained and certified yourself and lead the trainers for the account.


• To be able to work on the ground, with ground level staffs and the existing trainers, managing basic stuffs in the training rooms and OJTs, drive call simulations, knowledge assessments and retentions activities.


• Driving BAU practices, conducting regular assessments, drive process updates completions, drive process accuracy by liaison with operations and quality team.


• Drive soft skills training. Training logistics with facility, WFM, Ops and all other functions.


• Should be knowledgeable on the business/process in customer experience area.


• Should have excellent communication skills and be able to interact with internal stakeholders and clients.


• Should have analytical ability and ability to understand the business impact of nos.


• Should be able to manage multiple teams and multiple location by providing KPI and driving it.
• In depth understanding of training metrics and impact to business metric.


• In depth understanding of TNI/ TNA process and ability to make recommendations for process improvements Liaise with stakeholders to identify process improvement projects and launch it end to end with collaboration.


• Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives.


• Be well versed in analyzing data and suggesting measures towards improving revenue generation for the function.


• Maintain vertical hygiene & compliances by ensuring reports, data and documents are in place.


• Promote standardization by creating SOPs across training – Standardization.


• Promote behavioral training programs and promote the programs to ensure maximum participate on Work with the Vertical leads in providing inputs on development areas for projects initiated. Provide real time support to teams working on projects.

Qualifications


• Candidate must possess at least a Bachelor College degree any field.


• Excellent Interpersonal, English communication and writing skills. Excellent facilitation skills Should have an eye for detail.


• Adapts communication style to handle complex on the spot questions from customers or internal stakeholders.


• Communicates complex issues clearly and credibly with widely varied individuals within and outside organization.


• Job Location - Pune Qualifications Graduate/Postgraduate or equivalent professional with minimum 3+ Years of relevant experience

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