Assistant Manager Training

2 weeks ago

Gurgaon, Haryana, India Wipro Digital Operations and Platforms Full time
We are looking for Trainer-Communication Coach (VNA) for Gurgaon location.

Looking for the candidates who has prior experience in UK Process (Training-Voice Coach).

Experience : 3-5 Years

Job Location : Gurgaon-Udyog-Vihar

Shift Timing : UK Shift (Ready to work in shifting schedule)

Transport : 01 Side transport (Drop Only)

JOB DESCRIPTION :

India Customer Care | Job Descriptor – TD Communication Coach

Wipro Designation: Asst. Manager

Wipro Band: B2

Reporting to a Talent Transformation Lead, the candidate will be accountable for the implementation of training strategies, plans, and processes to meet business objectives and provide floor support from a Communication/Soft Skill/Customer Interaction lens

Responsibilities:-

1. Planning

- Working with Operation Team Managers, Sr. Service Managers, Practice Managers and other Assistant Managers for firming up on Quarterly key expectations on linguistics requirements
- Planning audit/call monitoring approach for the span with segregation for BQ.MQ and TQ
- Post collection of training needs from stake holders consolidating the overall requirements into coverage targets basis business units/ locations/ work streams etc.
- Getting an agreement from the business on the proposed plan & on reporting as well as effectiveness measurement of linguistic support
- Participating in internal and external client calibrations

2. Training Delivery & Floor Support

- Training Delivery on Accent sensitization and neutralization on frequently used accents in the North Americas.
- Display and apply working knowledge of British sensibilities in communication styles and language.(US vs UK vocabulary, Common Phrases, etc)
- Apply and drive knowledge of various aspects of US culture in training curriculum as well as while designing floor support interventions.
- Call monitoring and coaching for all colleagues in the span
- Understand business requirements on voice, email and web chat requirements & lead/contribute to module creation and customization.
- Use monthly mapping of monitored data/ colleague scores to create and execute a process specific floor support plan
- Ongoing Learning & Training Needs Identification and Analysis
- Conduct Regular Coaching and Feedback sessions
- Handle day to day batch management
- Measures pre and post-performance improvement of new batches as well as aligned colleagues from the businesses
- Conduct Dsat analysis and RCA for customer surveys that are marked as Dsats
- 60% floor availability required for real time roving support
- Providing support through huddles, refreshers, statements, mailer campaigns and any other TNI/TNA based activitiy

3.MIS & Data Management

- Creating & Maintaining participation reports (planned coverage vs no shows)
- Monthly audit analysis and floor trend reporting. BQ performance reporting
- Monthly and quarterly business reviews showcasing performance
- Collation and analysis of Level one feedback from session and handling level 1 escalations from business around quality of programs
- Analysis of the customer verbatim and reporting out a plan of action based on the same.

4. Stakeholder Management

- Ensure that delivery expectations are clarified for any adhoc requests and business is informed of delays in advance
- Keeping business informed about the performance and progress of the batch with regular updates/reports
- Raising red flags in a timely manner to mitigate any delivery risks
- Ensuring MBRs and QBRs happen regularly along with adhoc connects to keep your stakeholders posted about progress or red flags

5. Team Responsibilities

- Openness to share and learn best practices from other HR colleagues
- Focus on delivering as a team while executing individual responsibilities
- Maintain schedule adherence (leave planning, shift timing, mobility across Noida & Gurgaon, batch schedules)
- Openness to share/receive feedback and work on the same
- Take & demonstrate ownership/accountability of assigned tasks

Additional Info:

- Aptitude towards Quality Control (maintain Quality metrics as per client standards)
- Facilitation Skills: Should possess excellent facilitation skills.
- Mentor new hires and onboard them
- Coaching and feedback skills: should possess excellent coaching and feedback skills
- Excellent communication skills (both written and verbal)
- Proficiency with MS Office, MS Excel Advanced, MS Word and Power Point
- Has experience in reporting out data or creating dashboards.
- Data analysis and RCA from a Communication support lens

Education and Experience

12 months in current role

- Total work experience should be 4 years or more (after Graduation in any discipline)

Note : Looking for immediate joiners only or who can join within 30 days. Interested candidates can share their CV's directly at Manisha.Rai3@wipro.com

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