Training Manager
2 weeks ago
People Manager (at least 3-4 years of People Management)
only Communication / Soft Skill Trainer - from BPO / Customer Service process
Look for immediate joiner - 30 days NP
Job Description:
Manage a team of front-line Training Managers and Communication Specialists, and support a worldwide network of Trainers across different languages and processes within the Customer Service Process. Determine Training needs by analyzing the quality impacting issues and deriving a plan of action to drive improvement Facilitate the execution of headcount scaling up efforts in CS across different geographies and languages. Contribute to and influence the prioritization of key quality improving project entries and process improvement project opportunities driven by the Training Team. Ensure effective delivery of Communication Training and facilitate communication amongst the learners, trainers, and instructional designers Drive improvements in training performance by innovating and sharing best practices globally. Liaison with Recruitment, Workflow, and the Operations Team to update and publish Training Calendar for the responsible Functions/Depts Own the reporting and communication of training performance metrics to all the relevant Stakeholders. Management of Trainer and Training room capacity based on capacity goals and targets. Providing an annual, two, and three-year view. Facilitate continuous development of trainers and facilitators to support various learning initiatives Work towards succession planning to ensure seamless growth in team Identify and provide support and guidance to Temporary trainers Evaluate the effectiveness of training activities in relation to business goals and suggest changes Identify progressive tools and technology enablers that will improve the effectiveness of training classes.Basic Qualification:
Overall 10 to 15 Years of work experience with a minimum of 8 years + experience in Voice and Accent or communication training. Should be in a Team Management role and must have Project Management experience Experience in conducting Training Needs Analysis and carrying out all activities in the Training Cycle: Identity, Design, Delivery, Evaluation Excellent verbal and written communication skills Experience in implementing a wide range of Change management and process improvement activities Able to develop and implement departments goals and strategies based on broader organizational goals Excellent Classroom Management and Facilitation Skills Superior judgment, diplomacy, and tact, with a willingness to speak up in the midst of adversity Excellent interpersonal skills – Ability to work and influence with multiple Training Team members/ Stakeholders across different CS sites globally Ability to analyze large volume of data points, identify issues, and recommend solutions Must be a College graduate (any Learning and development related course or certification will be a plus)Preferred Qualification:
A Master’s Degree in Management is preferred 4 plus years of experience with customer service or banking processes would be an added advantage Project Management experience Strong candidates may come from a background in operations in ITES/IT/ Hospitality/Retail / (operational excellence expertise in the form of black belts/ green belts or equivalent work exp. would be desirable).
Other Details
Keywords : . Industry : Internet/Ecommerce Employement Type : PERMANENT
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