Head of Training And Development

2 weeks ago

Kollam, India Thrillophilia.com Full time
Overview:

We are seeking an exceptional and strategic Head of Training and Audit for our Customer Service Department. This senior leadership role requires over 12 years of experience in developing and executing training programs, auditing processes, and ensuring compliance within a customer service environment. The successful candidate will excel in creating and implementing comprehensive training strategies, designing effective training sessions, establishing certification processes, and conducting rigorous audits to enhance service quality. This role demands a proactive approach to process improvement, a strong background in SOP development, and the ability to foster a culture of continuous learning and development.

Key Responsibilities:

1. Strategic Training Program Development:- Design and Implementation: Develop and execute comprehensive training programs for both internal employees and external partners, focusing on skill acquisition and knowledge enhancement.- Classroom and OJT Sessions: Create and deliver engaging and effective classroom and On-the-Job Training (OJT) sessions tailored to diverse learning styles, including onboarding for new hires and advanced training for existing team members.- Certification Processes: Establish and manage certification processes to validate the proficiency and competency of trained individuals, ensuring they meet organizational standards and industry requirements.

2. Training Program Evaluation and Enhancement:- Regular Assessment: Continuously evaluate training programs and processes to identify areas for improvement. Implement data-driven enhancements based on feedback, performance metrics, and emerging best practices.- Conduct Audits: Perform regular and thorough audits of training programs, including evaluating call quality, SOP compliance, and adherence to best practices to ensure high standards of service delivery.

3. SOP Development and Cross-Functional Collaboration:- Collaborate with Teams: Work closely with cross-functional teams to develop, update, and refine SOP documents and processes related to training. Ensure SOPs reflect the latest industry standards and operational requirements.- Process Improvement: Identify and address process gaps and inefficiencies, making necessary adjustments to strengthen training and operational effectiveness.

4. Guidance and Support:- Trainer Support: Provide leadership, guidance, and support to trainers and team members, ensuring consistent and high-quality training delivery across the organization.- Monitoring and Coaching: Track the progress of trainees, delivering constructive feedback and coaching to facilitate skill development and performance improvement.

5. Culture of Continuous Learning:- Foster Development: Promote and embed a culture of continuous learning and professional development within the organization. Encourage team members to engage in ongoing education and skill enhancement initiatives.- Best Practices: Advocate for and implement best practices in training and development to maintain and elevate service excellence.

6. Process Optimization and Error Resolution:- Error Analysis: Conduct detailed analysis of training-related errors and performance issues, developing and implementing corrective action plans to address identified gaps.- Strengthen Processes: Develop and execute strategies to optimize processes, reduce errors, and enhance overall training and service delivery effectiveness.

7. Liaison and Alignment:- Serve as Liaison: Act as a key liaison between the training department and other departments, addressing training needs, resolving issues, and aligning training initiatives with organizational goals and strategies.- Align Training Initiatives: Ensure that training programs and initiatives are closely aligned with the organization’s strategic objectives and business goals.

8. Call Audits and Quality Assurance:- Conduct thorough audits of customer service calls to evaluate adherence to quality standards, accuracy, and compliance.- Identify performance gaps and areas for improvement through call analysis and feedback.- Provide actionable insights and recommendations for improving call quality and customer interactions.- Develop and implement processes to monitor and enhance call quality continuously.

Requirement:

- Experience:

At least 12 years of experience in training and auditing within a customer service environment, with a proven track record in developing training programs, auditing processes, and creating SOPs.- Leadership: Demonstrated

leadership capabilities, with experience managing and mentoring training and audit teams to achieve high performance and consistency.- Training Expertise:

Extensive experience in designing and delivering effective classroom and OJT training sessions, as well as establishing and managing certification processes.- Auditing and Compliance:

Strong background in conducting rigorous audits of training effectiveness, call quality, SOP compliance, and adherence to best practices.

  • Head of Business Development

    3 weeks ago

    Kollam, India Ladder of Changes Full time

    Responsibilities:Sales Strategy: Develop and implement sales strategies to maximize revenue from banquetand event bookings. Identify target markets, develop sales goals, and create action plans toachieve objectives.Team Leadership: Recruit, train, and manage a team of banquet sales executives,coordinators, and support staff. Provide guidance, support, and...

  • Head Information Technology Development

    1 day ago

    Kollam, India Welspun Transformation Services Limited Full time

    Job DescriptionThe IT Development Head, also known as the Tower Head, is a senior leadership role within the IT Development Department. This role requires a minimum of 10 years of experience in the IT industry, with a strong focus on Agile and Scrum methodologies, proficiency in multiple programming languages, and extensive knowledge of cloud technologies...

  • Head of Operations

    3 weeks ago

    Kollam, India Blue Genes Research (BGR) Full time

    Head of Operations**About the Company:**We are a dynamic and innovative organization at the forefront of providing automation and mechanization solutions for efficient material handling and process automation. With a strong focus on customer satisfaction and operational excellence, our company serves a diverse range of industries, including e-commerce,...

  • Head of Sales(B2B- For a Jewellery brand)

    1 month ago

    Kollam, India Taglynk Full time

    Position Overview:As the Sales Head , you will build and lead our Foot on street sales team, sales support team, SDR driving revenue growth through strategic planning, effective leadership, and flawless execution. You will be responsible for overseeing sales journeys from initiation to completion, significantly contributing to the company's value. This role...

  • Japnese / German Langugae Trainer

    4 months ago

    Kollam, India UKF COLLEGE OF ENGINEERING AND TECHNOLOGY Full time

    **Company Description** UKF College of Engineering and Technology, Parippally, Kollam is a higher education company based out of Meenambalam, Puthenkulam (PO), Parippally Kollam, Kollam, Kerala, India. **Role Description** This is a full-time, on-site role as a Japanese and/or German Language Trainer located in Kollam. The trainer will be responsible for...

  • Academic Counsellors

    4 months ago

    Kollam, India Be Max Group of Institutions Full time

    **Job Summary** **Greetings from Be Max!!** **We are seeking for efficient Academic Counsellors for our Head Office** **Experience in student counselling/Tele-Calling will be a plus** **Required Experience, Skills and Qualifications(Graduate/Post Graduate)** Pay: ₹10,000.00 - ₹15,000.00 per month

  • Academic Co-ordinator(Male Only)

    4 months ago

    Kollam, India Be Max Group of Institutions Full time

    **Job Summary** **ABOUT US** Be Max academy is a unique venture established in the year 2014. Our head office is located near to Travancore Medical College (Medicity), Kerala, India. As a stepping stone, we provided IELTS, OET, GERMAN, PTE, HAAD, MOH, DHA and PROMETRIC coaching solely for nurses, Achievement of 100% examination results within a stipulated...

  • Collection Executive

    3 months ago

    Kollam, India Palma Development Finance Pvt Ltd Full time

    *Identifying new village-Village survey, Client Acquisition validation, Data Entry of Customer Details on Application System, Check the Credit Bureau Report of customer and process those who passed the CB Report, Uploading mandatory KYC and documents for processing the loan in software, Explaining the key features of product -Compulsory group training...

  • Retail Sale Associate(RSA) Lead

    1 week ago

    kollam, India 2coms Full time

    Greetings from 2Coms Group! 2COMS is one of India’s leading organizations. It’s not just one brand but a group of companies delivering excellence in multiple fields.Established almost three decades ago, we have been serving as a Complete Human Supply Chain Management Group. JobsAcademy is a part of 2COMS Group and it is an award-winning skill...

  • Java Full Stack Developer Trainer

    2 weeks ago

    Kollam, India MaximaTek Full time

    please send profile to hrhyd@maximatek.com / sam@maximatek.com ;Job Title: Java Full Stack Developer Trainer (Hybrid Position)Location: Hyderabad, IndiaExperience: Minimum 5+ yearsShift: US ShiftWe are looking for an experienced Java Full Stack Developer Trainer to join our team in Hyderabad, India. This is a hybrid position, requiring both remote and...

  • Foreign Language Academy Coordinator

    4 months ago

    Kollam, India UKF COLLEGE OF ENGINEERING AND TECHNOLOGY Full time

    **Company Description** UKF College of Engineering and Technology, Parippally, Kollam is a higher education institution located in Kollam, Kerala, India. **Role Description** This is a full-time on-site role for a Foreign Language Academy Coordinator at UKF College of Engineering and Technology, Parippally, Kollam in Kollam, Kerala. The Foreign Language...

  • Senior Content Writer

    1 month ago

    Kollam, India Indian Institute of Art and Design Full time

    Overview : Senior Content Writer will be a key member of IIAD's Branding and Communications team, responsible for creating compelling content across various platforms. The ideal candidate will have an excellent command of the English language, strong writing techniques, and the ability to produce both short-form and long-form content. Personality & must have...

  • Program Executive

    3 months ago

    Kollam, India Avtar The Power of Diversity Full time

    Job descriptionDaily program management throughout the program life cycleManage email id mailsManage Candidate/cohort activitiesManaging stakeholders communicationManaging the main program documentations such as the weekly and session reportsManage training operations, Training Calendar and ensure programs are delivered with utmost customer focus.

  • Associate Director

    1 month ago

    Kollam, India ORMAE Full time

    Overview of ORMAEWho we are:- ORAME is a successful Tech start-up founded and headed by Guinness World Record Holder Dr. Amit Garg an IIT Delhi Graduate who has won medals for India in Global Math Championships. ORMAE has 45+ Global Clients including 12+ $1B+ Clients.- ORMAE has helped them on 100+ Optimization & Data Science Projects across the globe...

  • Ielts Trainer

    3 months ago

    Kollam, India TRINITY INTERNATIONAL STUDY ABROAD AND ACADEMY Full time

    Training IELTS students to acquire their respective scores and develop excellent service. - Understand all areas of the course syllabus provided and self updating on the latest exam trends. - Use various skills of teaching to engage students to achieve expected results. - Ability to communicate effectively with students of all age groups and social...

  • Salesforce Developer

    1 month ago

    Kollam, India PureSoftware Ltd Full time

    We are looking for a Salesforce Developer with experience in Salesforce, LWC/Lightning, B2B platform, Commerce cloud.Experience required- 5+ YearsJob DescriptionSFDC Developer, Salesforce Commerce Lightning, Service based components, Sale based components, Triggers, Third Party IntegrationExperience in salesforce Lightning components, Aura framework, LWC...

  • Management Information System Executive

    1 month ago

    Kollam, India VIBGYOR Group of Schools Full time

    Job Description-MIS ExecutiveRoles & Responsibility of Budgeting and MISShould have the knowledge of Budgeting and forecasting mandatoryShould be well versed with advanced excel, V-lookup, H-lookup, Pivot table, all IF & IFS function etc.Gather data from various sources, including internal databases, reports, and external sources. Ensure the accuracy and...

  • Qlik Sense Developer

    1 day ago

    Kollam, India Al Fardan Exchange L.L.C. Full time

    About us.Al Fardan Exchange is one of the leading financial service providers in the UAE, delivering value since 1971 through Adaptability, Service and Strength, with our diverse team members, representing over 31 nationalities in our 85+ strong network, spanning across all Emirates.We employ people from all cultures, backgrounds, lifestyles, and...

  • Marketing Manager

    2 weeks ago

    kollam, India JD Institute of Fashion Technology India Full time

    JOB DESCRIPTION ABOUT THE ORGANISATION: JD Institute has been an incubator for the last 30 years for hundreds of individuals determined to transform their dreams into reality. Equipped with the latest curriculum, infrastructure, state of the art facilities. The institution is committed to preparing each candidate to be successful exactly the way they...

  • Placement Officer

    1 month ago

    Kollam, India Chanakya University Full time

    Responsibilities:Industry Connect:Build strong connect with corporates by inviting professionals for guest lectures creating practical learning platform for students.Connect with business leaders and HR heads to brief them on the college activities, students quality and learning methodologies for attracting placement opportunities.Leverage on industry...