Mum - BPO - Training Manager

2 weeks ago

Mumbai, Maharashtra, India Yugn Full time ₹ 4,20,000 - ₹ 8,50,000 per year

Profile: Training Manager
Sector: BPO
 
 Location: Mumbai (Work from Office only)
Experience: Min. 1 yr on paper experience as Training Manager
Education: Graduation (any stream)
Salary: Up to 8.5 lacs CTC + Incentives
Shift Details: Rotational Shifts; 6 days working, 1 Rotational Week Off
  
Description:
·      Administering Employee Training Programs; Evaluating Training Programs Effectiveness
·      Conduct classroom training / team huddles basis the call monitoring sessions
·      Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance
·      Establishes guidelines so employees understand expectations and parameters. Develops specific training to improve service performance
·      Would be responsible for Training Throughput - Percentage of people hitting the floor after meeting the effectiveness criteria
·      Would be responsible for Training Effectiveness days performance) -measured by the percentage of trainees achieving the Quality/CSAT/Productivity. Track associate's performance after training to ensure effectiveness of training
·      Monthly Product Knowledge Assessment on floor
·      Coordination for refresher training bases TNI's; Refresher training with efficacy mapping
·      Participate in calibration session within the team and with Quality / Operations when required
·      Provide feedback to associates on positives, areas of opportunity and other observations based on audits
·      Developing action plans and report out the improvement process in the weekly/monthly business reviews
·      Analyse the Audit data, Survey data, prepare & implement action plans
·      Providing inputs to operations on individual capability for better team capability management
·      Generating reports on Daily, Weekly & Monthly basis
·      Analyse the coaching/training needs of the associates and support them in delivery

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