Agm - Cs Training

3 months ago

Mumbai, India Vodafone Idea Full time

Job Req ID: 19002- Location: Mumbai, IN- Function: Other- About:

- **JOB PURPOSE**

This role is responsible to build, deliver training content that will help bring substantial positive behavior changes and enhance functional skills in the learner to deliver CXX. The role will require to be build and curate content basis TNI/A’s using trending data from quantitative analysis. The role owner will also work towards continuous enhancement in quality & quantity of training performance, customer experience, business growth and higher profitability by way of skills training content.
**KEY RESULT AREAS/ RESPONSIBILITIES**
- **Training and Content Development**
- Skill and competency mapping to build desired skill enhancement content
- Design and build content in alignment with CXX and CARE principles to build service uplift content
- Develop Learning modules and Leadership development program
- Lead needs analyses and learning strategy development activities to improve individual and organizational performance
- Assist in developing Learning modules and Development programs with internal resources and external agencies support for channel partner’s
- Leverage design thinking concepts, agile development techniques to create content for a rapidly changing environment
- Facilitate TTT’s / Web based / digital learning sessions on behavioral / soft skills
- Perform data analysis, understand trends and provide insights on agent behavior and ASAT performance. Monitor and evaluate training program’s effectiveness on impact to learning curve and/or productivity and publish reports
- **Stakeholder(s) / Operational Engagement***
- Engage with Corp stakeholders and Circle / partner / Cluster teams to identify training requirements, priorities that are aligned with the business strategy

**CORE COMPETENCIES, KNOWLEDGE, EXPERIENCE**
- 10 - 12 years of total work experience with at least 5-7 years of experience in delivering skill based training
- Curricula writing, Create Lesson Plans, FG’s PG, learner kits
- Creative thinking to conceptualise, design, plan and implement specific interventions towards behavioural change
- Should have Deep domain expertise and knowledge of training and developing practice and methods, including needs assessment and instruction design for multi-cultural business environment
- Should be analytical and self-driven with a proven track record of leading training function internally and with external partners to deliver business results
- Knowledge of content development to include: needs based curriculum design, program planning, third party supplier sourcing and vendor management, program delivery and evaluation.

**MUST HAVE TECHNICAL SKILL**
- Should have delivered soft skills and behavioural training
- Graduate/post graduate
- Expert knowledge of the ADDIE model, Instructional design methods, creation of learning strategy/approach/ Adult Learning principles
- Experience of having leveraged new age training /learning channels such as mobile learning, gaming, social media, eLearning etc

**GOOD TO HAVE**
- Certification in any learning systems/tools/methodologies/ID

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