Training Manager

Responsibilities:

• Designs training & test modules based on needs
• Maintains regular correspondence with the clients to clarify process updates and percolates it to Operations
• Resolves issues pertaining to process knowledge with clients
• Ensures that Quality, CSAT, Resolution scores for the batch meets the defined norms within the first month of production
• Conducts interviews & coordinates with HR for recruiting trainers / trainees
• Ensure 100percent adherence on client driven SOP & BEST T&D compliance
• Prepare Trainers through TTT/ Platform skills certification
• Liaises with Central MIS / Admin dept / HR / Payroll for training resource availability
• Coordinates with all stakeholders to ensure New Hire training process runs effectively
• Prepare and attend all business / client reviews& work on the action plans to improve business performance
• Understanding of root cause analysis & reasons to better performance
• Interacts with IT team for creation and deletion of Ids for new team members
• Process Excellence and Process Improvement Initiatives
• Supports Innovation & Continues Improvement to uplift sales performance
• Engaging Communication
• Coaches & Develops Others
• Support and monitor new trainees during the OJT (On the Job Training) period
• Create new product specific sales training curriculum
• Knowledge of training ideologies (Kirkpatrick model, KSA, TNA, TNI etc)
• Should have mandate experience in ecommerce from BPO training Background