Training and Development Manager
1 month ago
We are seeking an experienced Training and Development Manager to join our team at WNS.
The estimated salary for this role is $60,000 - $80,000 per annum, depending on location and experience.
As a Training and Development Manager, you will be responsible for driving V and A and floor support training teams for on-time and quality delivery.
You will also be responsible for imparting training on soft skills, voice, and accent communication skills to new hires, enabling them to perform their jobs effectively and efficiently.
In addition, you will drive and improve Spoken and Written English Communication, Voice Chat Email, and Floor Support for on-time and quality delivery.
You will conduct Training Needs Identification (TNI) and Training Needs Analysis (TNA) to program modules as per process needs.
You will also hire training on Spoken and Written Communication, Customer Service & Cultural Alignment for pre-process batches.
Furthermore, you will conduct TNA through NPS CSAT Quality Analysis and TNI through floor interventions, NPS management through Agent Skill Mapping and development.
You will also front-end skill management initiatives including coaching & training, SLA Management for all Floor Training Initiatives on Time Reporting of NPS Management drives.
In addition, you will prepare site-related management reports, WBR MBR, etc.
You will ensure optimum utilization of training resources within the site and liaise with Operations to ensure there is adequate and effective training support provided.
You will analyze and identify internal external customer requirements through data analysis and use training as a tool to resolve issues.
Finally, you will report accurate statistics and consistently achieve or exceed quality training and targets.
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