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