Senior Manager - Process Training

Job description

Role : The SM Training role is responsible for Governing, developing and delivering high-quality training deliverables that focus on quality of training that is outcome driven. Individual must be fully equipped to handle peaks, Ramps and Training Operations end to end (preprocess – Process and JT). Should come with considerable exposure to fast-paced work, team environment, utilizing strong time management, communication, and multitasking skills to effectively engage with people at all levels, both internally and externally. Also, a client facing role. Job Responsibilities : • Manage 2 sites with a span of 600-650 FTE’s • Plan batches w.r.t NHs and Refresher training for the projects assigned. • Review existing training materials and Identify need for updating the same. Should be able to create new content as and when necessary • Help in designing KRAs for the team and periodically review trainer performance vis-a-vis production performance at regular intervals. • Conduct and periodically review contents of the initial training of new agents, including good phone practices, general customer service skills, listening skills, de-escalation skills, and call center policies and procedures along with the trainers designated to the projects/process. • Develop Refresher training plans based on Training needs for existing Agents to help prepare them for call taking and improving current standards of Quality. • Using trending data from Quality Assurance reports create one-on-one or group training to resolve training discrepancies. • Evaluate client’s training requirements and establish training goals/completion milestones for the trainers and process. • Develop and implement client-specific training programs and scripts, using input from Project Managers, client training materials and Knowledge System contents. • Develop cross-training materials and SOPs, as required. • Preparation of Training Plans, and relevant Training reports and Dashboards; decks for MBRs, WBRs, etc. • Ability to manage teams as allotted • Develop trainers for on-the-job requirements. • Must be self-motivated and self-starter. • Focus on quality and customer service. • Solid time management skills. • Must be able to effectively deal with people at all levels inside and outside of the Company. • Creative ability, writing proficiency and visual graphics design ability. • Must adapt well to change and successfully set and adjust priorities as needed; Must be proficient with Microsoft Office Suite (intermediate Word, basic Excel, intermediate to advanced Power Point, including ability to create Power Point presentations, and basic Outlook) Criteria : • Bachelor’s Degree • Overall 12+ years of experience, including 5-7 years of training experience in international processes and 2+ years in a Training Manager role. • Inbound and Outbound Voice domain experience is a must. • Good knowledge /background of the retail industry training experience is preferred. • Excellent verbal, written and interpersonal communication skills. Shifts timings: Australian Shifts Week Off: 2 Rotational off