Assistant Manager- CX Training- Gurgaon

2 weeks ago

Gurgaon, India Flipkart Full time

Assistant Manager- CX Training

About the Role:

As Assistant Manager Training, the candidate will be responsible for
managing end to end Training governance at the Partner location which includes
New Hire Training, OJT Management, 0 to 30 performance management, Floor BQ
& TNI management & New product & process rollout

You are Responsible for:

Drive the main objective of Customer Experience enhancement at the partner location Govern and monitor all training process Create a Training plan based on forecasted operational numbers Trainer and Training process audits Responsible for quality at source – hiring, New Hire Training output on an ongoing basis Overlook the consultant life cycle at partner location – Hiring, Id creation, Training and on-floor performance Work closely with Ops / WFM / Quality peers in meeting business goals Work on 0 to 30 consultants and ensure 0 to 30 targets are met. Work with the Quality team on TNI and roll out refreshers Work on continual improvement of operations metrics through refreshers Drive training metrics (Dashboards, reports, EWS, RAG analysis) Conduct regular audits - (Infra, Training Curriculum, Training room, Trainer audits) Be responsible for knowledge management and high penetration of information on process changes, new process deployments Working on reducing the learning curve and improving go-live efficiency Direct efficient Knowledge Management Assessments Knowledge dip checks for trainers and floor Cyclic certification of trainers

To succeed in this role – you should have the following:

Total Training experience – minimum 3-5 Graduate with a minimum of 1.5 to 2 years of experience as an AM training. Certified for Train the Trainer & Facilitation skills. Has managed a team of at least 2 to 5 trainers for multiple functions/processes Understand operational metrics as an input to training strategy Excellent written and verbal communication skills required Proficient in computer skills, MS Word, Power point, Excel, Email, Google doc & drive. Drive for results, go-getter attitude & experience in people management current role – should be managing team in his/her current role Understanding Training data and can bring out meaningful inferences from the data. Competent in driving Training interventions by effectively utilizing a Partner Training structure. Competent in having crucial conversations with Partner Training and Partner leadership teams from the training perspective.

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