Training Manager

4 weeks ago


Chandigarh, India Hiresquad Resources Full time

Training Manager - International BPO

A Leading MNC in Chandigarh

Work from Office

Immediate / 1 month notice

5 days working

24*7shifts/ Rotational shifts

Experience – 8+ years in a Contact center in Training domain

Must have skills (Mandate)

  • Minimum 2+ years of experience- Training Manager in a BPO
  • Must have working experience in a BPO/ Contact center in Voice
  • Excellent communication skills required
  • Sound on Training Matrics- TNI, TNA

Roles and Key Responsibilities:

  • Meet and exceed Client Metrics: External &; Internal Training Metrics to be consistently Green
  • Take complete responsibility of performance on the Training and SLA/KPI metrics
  • Drive/identify improvement areas in assigned area/project especially 0- 90 days performance
  • Collaborate with operations, and other stake holders for the delivery as per SOW
  • Develop Controls to minimize external and internal escalations
  • Overall implementation, planning and improvement of the Transactional Quality Framework
  • Set up, improve, drive and streamline TNI, Refresher & other internal processes related to Training
  • Responsible for leading, motivating and supervising the team of Trainers assigned
  • As an ongoing practice, monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results
  • To identify root causes of variances in metrics (if any)
  • To propose corrective/improvement solutions based on facts and data and implement and monitor improvement projects in the process
  • Collect Data and perform analysis and RCA on metrics and publish reports accordingly
  • Create and maintain Knowledge base and up skilling of resources with change in the process
  • Focus on identification and highlight any/all compliance defects and recommend training or action plan
  • Own compliance, data security and risk assessment for the process - highlight noncompliance in time to avoid surprises or before reported by external sources

Interested can share their resume on OR

CALL- 8766285530


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