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AGM - Training (Customer Service)
2 months ago
Job Purpose
The position is responsible to manage and execute Training operations for Circle based CS channels :- Retail (COCO & FOFO, C&C and Retentions
This role owner will ensure to deliver consistent and effective training as per the set corporate norms and defined framework and structure to all new joiners and existing staff within the verticals under preview.
Project manage and drive all Training related activities, special projects (Per guidance) along with resource utilization for verticals under preview
Conduct refreshers based on TNI and Quality & TNPS inputs
Facilitate briefings and rollouts for all new campaigns and launches
Support in audits and dip checks as per requirement.
**All guidelines and framework will be provided by the CS Corporate Training
Key Result Areas/Accountabilities
1. Training Delivery & Execution
Track, Plan, manage and execute all relevant training delivery operations with respect to onboarding and overall people capability enhancement ( BAU induction, Remedial, Upskilling)
Support in last mile Refresher training delivery (classroom or digital) learning rollouts and refreshers on time and in alignment to business directives
Deliver CXX and TNPS ( TNPS as per circle and set targets)
Responsible for 30 day Quality (TNPS) , Training Throughput, support to align TNPS (ASAT) per targets
Training Operational Excellence
Facilitate TNI/ A and action and remediate corrective action plans basis quality feedback/ TNPS
Ensure on time and regular delivery of refreshers and knowledge assessments for LOB’s under preview
Monitor and track people processes, knowledge /skilling/assessing systems from hiring to performance (across frontline lifecycle) for the owned learner group in liaison will relevant internal teams
Responsible for managing and executing Training budget and expenses (As per corporate guidance)
Compliance & Audits
Periodic audits of Training delivery at stores, partner sites ( C&C))
Governance and deployment adherence on KMS and LMS usage.
Hiring > Training > On Production adherence checks for seamless adherence to Training norms/ policies and protocols
Core Competencies, Knowledge, Experience
Core Competencies, knowledge and Experience
Strong telecom subject matter expertise
Excellent communication, presentation and delivery skills
Retail operations and management ( Good to have)
Strong Planning and Execution Skills
Customer sensitivity & Service mind-set
Engage & Present ideas/thoughts and have influencing skills
Must have technical / professional qualifications
Professional Qualifications
Graduate / Diploma
TTT – Certified
Additional Training Certifications ( Good to have)
Experience in working on Training systems/ tools / methodologies
Experience in Telecom, Retail and Service Industry
Overall experience of 5 - 7 years with at least 3 to 4 years in delivering training
