Learning and Development Manager
5 days ago
Join Truce Titanium Taurus as a Learning and Development Manager to spearhead our customer-facing training initiatives.
We are seeking an experienced professional with exceptional adult learning principles, presentation skills, and participant management expertise to enhance the knowledge and skills of our new joiners and certified agents.
The ideal candidate will design and deliver engaging training modules that adhere to our defined internal and client processes. Key responsibilities include:
- Conducting communication, sales, and essential skills training for new joiners and refresher trainings/coaching sessions
- Ensuring trainees come up to speed with required skill sets to handle live calls
- Handholding trainees during OJT phases for smooth transition into production environments
- Managing performance, behavior, punctuality, attendance, and attrition within training and OJT phases
- Designing and implementing Job Knowledge Quizzes for trainees and certified agents
To excel in this role, you will need to stay updated on the latest product updates, manage content, and ensure accurate implementation on the floor. Regular dip checks will monitor implementation percentages.
A key aspect of this position is identifying gaps between our training program and production requirements, creating refresher content, and delivering it effectively. You will also be responsible for call monitoring, coaching, and feedback to maintain a high level of customer service quality.
A successful Learning and Development Manager will possess strong analytical skills to conduct Training Need Analysis (TNA) and identify gaps between expected and current capabilities.
This role requires a minimum of 6 months to 1 year of experience in a BPO setting, preferably. Graduates are welcome to apply.
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