Dploi Staffing, Mumbai's one of the top recruiting partners with best Companies in India. We are currently aggressively hiring Manager/Sr. Manager-Training for a Leading International BPO in Mumbai.
Job Location:Mumbai
Below mentioned is the details of the profile.
POSITION PURPOSE
The holder of this role is responsible for setting up of the training resources & infrastructure, identifying training needs and meeting training requirements, thus contributing to the successful operation of the Contact Center and maximizing service delivery to our customers.
KEY ACCOUNTABILITIES/ RESPONSIBILITIES:
Responsible for creating a learning environment across the organization.
Develop and implement training & development process for all employees including new recruits.
Effectively identifying training needs for all employees and sketch out the training calendar/schedules.
Design training module, develop training material, ensure delivery of training programs and complete logistics management for the programmes.
Managing relationship with vendors such as external trainers, training institutes, e-learning companies.
To meet & evaluate Training vendors, assess content & facility; modify to make it more relevant and cost effective
Liase with Operations and improvise training delivery mechanism and effectiveness
To periodically conduct reviews and track performance of trainers and perform the role of a facilitatorEvaluate effectiveness of training and identify re- training needs.
Conduct Train the Trainer Programmes.
Identifying and recruiting AMs, trainers, training coordinators and communication coaches.
Periodically liase with clients for implementing programmes evaluating training and for requirements to
be planned and implemented with new ramps..
To plan refresher training for CSA on Customer Service, Voice & Accent, Soft Skills. To work closely
with operations & quality to ensure training is effective.
Co-ordinate with other centers to share best practices, continuous improvement of modules, delivery.
Implement cost effective Training by increasing percentage of In house training.
To measure training effectiveness, monitor and track Nesting.
To ensure complete success rate for agents going live for different processes.
Track Attrition at every level and develop methods on countering attrition.
Analyze Yield from both Process & Pre Process and work on improving them.
Arrange for refresher program after evaluating CSAT scores.
Maintain training resources and records, manage training MIS and feedback.
SPAN OF CONTROL (PEOPLE, ASSESTS etc)
Team size : 10-12 members
Pre-process trainers, Process trainer, Modules and Infrastructure
DECISION MAKING / AUTHORITY
Accreditation of trainers (internal and outsourced trainers)
Vendor management
Assessment methodology and results
Designing modules
EDUCATIONAL / PROFESSIONAL QUALIFICATIONS (ESSESNTIAL/DESIRED)
Graduate/Postgraduate with 7 - 9 years experience
Relevant Experience in Training Management
Co ordination and facilitation skills desirable.
Regards
DPLOI TEAM
