Manager I, Training

1 month ago

Bengaluru, India Concentrix Full time
Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations

Key Responsibilities:

  • Drive continuous improvement for TQ and Delivery

  • Evaluate effectiveness of TQ interventions

  • Strengthen Quality management processes / framework to improve quality delivery

  • Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet the client's expectations

  • Drive and maintain high throughputs in New hire batches and ensure higher first pass with every batch

  • Responsible to manage and deliver regular training interventions on the floor and measure the success of floor refreshers.

  • Drive Process control & Compliance in addition to managing the Audit requirements

  • Ensure knowledge consistency through calibration, quizzes, D-Sat scrubbing etc.

  • Provide crisp and specific feedback to Front Line Recruitment Teams on the quality of new hires

  • Ensure uniform quality of training being delivered by all training teams in line with the client requirement 

  • Interact and streamline channels of communications   with other Functions and Clients

  • Provide quality floor support, feedback, refresher and corrective training

  • Groom and develop training talent in-house

  • Support cross process / location teams

  • Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.

Key Skills and knowledge:

  • Graduate in any discipline

  • Minimum 2 years of experience in Service Delivery domain with Customer service expertise

  • Overall Experience 8+ years.

  • Good Knowledge about computers.

  • Excellent communication skills.

  • Good people management skills

  • Good knowledge of MS Office

  • Analytical / Quantitative skills

  • Maturity in handling customers and work in multi culture process environment

  • Data Handling / data interpretation

  • Good working knowledge of T&TQ (Training & Transaction Quality) systems, tools and technologies.

  • Understanding of Transition, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Training & Transaction Quality functions effectively

  • High level of maturity to handle people including but not limited to client, stake holders, peers etc.

  • Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure in an unstructured environment

  • Detail oriented with  Strong organizational and Presentation skills

  • Ability to generate and implement out of the box ideas and Process improvement initiatives in the process.

  • Designed the FMEA framework in the existing organization or in the past

  • Educational qualification: raduation

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

Location:

IND Bangalore - Millenium Towers - MT2

Language Requirements:

Time Type:

Full time

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