To maintain and manage a consistent and effective training environment to new joiners and current employees, keeping in line with the Company customer Operations norms. The role would also entail in identifying AOI, manage, monitor and continuously improve Training Delivery standards for the center, such that it ensures a consistent output in terms of customer service and a seamless company experience across all regions and service partners. This would include managing all aspects of training, keeping in line with the Company service-values, the Company service-spirit and continuous enhancement in training inputs, leading to both qualitative and quantitative improvements in service operations.
Major purpose of the job:
Creating and managing a holistic functional capability management system to deliver a seamless Company experience across all service touch-points.
Delivering on companys service objectives of meeting and exceeding service-training norms in all aspects of training & capability management.
Facilitate Training managers at partner locations in all areas pertaining to functional capability management.
Execute any other projects, tasks or activities required to align to national CS training initiatives and to enhance training team performance.
The candidate should have experience in handling end to end Training Delivery and overall learning curve in a contact centre environment.
Ideal candidate would be from Telecom/DTH.
He/she should have handled large scale projects in training delivery, managed a Pan India scale of vendors(contact centres, training delivery vendors etc) and have the requisite exposure to inbound, outbound and back office operations.
The candidate is expected to have prior experience of setting up/managing a team of employees and engage with stakeholders at a pan India level.