Training Manager
4 weeks ago
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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