• Citizen

• Full Time

• Direct Hire

• UG :- - Not Required

• PG :- - Not Required

• No of position :- ( 1 )

• Post :- 3rd Aug 2022

Roles and Responsibilities

As a Manager - Training to lead a team of Trainers to grow and nurture the Learning and Development team at Uniphore

We are looking for a hands-on dynamic individual who will lead initiatives in areas of learning, innovation and be creating mechanisms to curate / create world-class training content. The individual should be able to work proactively and closely with cross functional teams to effectively design and deploy learning solutions to build capabilities and skills

As the Manager - Training, you will be part of the L&D Team of Global Delivery and Services Organization and will drive all training activities/ workshops by leading a team of 2 to 3 Trainers for:

• Delivery and Services Organization of Uniphore
• Partner Employees
• Client Employees

The L&D team of Global Delivery and Services Organization at Uniphore is responsible for rolling out learning interventions that create business impact and drive growth for the organization

We are looking for a hands-on dynamic individual who will lead initiatives in areas of learning, innovation and be creating mechanisms to curate / create world-class training content. The individual should be able to work proactively and closely with cross functional teams to effectively design and deploy learning solutions to build capabilities and skills

OKRs:

To drive all training activities/workshops in different locations by leading a team of 2 to 3 Trainers

Conduct trainings (10-20%), manage the training function (90-80%)

Other Responsibilities:

Training Operations:

• Training need identification and Analysis, Problem solving through training and development
• Training standardization, effective deliver and trainer productivity enhancement.
• Manage training programs (Product, Process, & soft skills) end to end, for Uniphore employees, customers and partners
• Ensure training data is maintained for all training audits & standardization
• Maintain training assets provided by the company
• Recommend suitable modifications to the training content and work with Corporate L&D team to incorporate them into the corporate LMS as and when appropriate

Content Management

• Work with product and other teams as required to keep the content current
• Partner with vendors for ILT/ELT modules, measure SLAs, enable internal collaboration between vendor output and internal check points/validation, ensure timely delivery.
• Plan and execute improvement in training content, training delivery methodology, ensure training function is up for 2-3x scale in 6-9 months time period

Desired Experience/Target Industries/Domain

• 9-10 years of experience being a trainer of which minimum 3 years should have been into leading a team (of trainers)

Domain expertise -

• Understanding of SaaS/AI products, including full tech stack Data Science, Databases, APIs, DevOps etc.
• Contact center training experience will be an added advantage.

Mandatory Skills:

• Hands-on experience on Microsoft Office suite (Excel, PowerPoint, word)
• Demonstrated experience in curriculum and training design, training principles, Training need identification
• Understanding of SaaS/AI products, including full tech stack Data Science, Databases, APIs, DevOps etc. Hands-on experience on learning management system such as Mindtickle, Moodle

Good To Have Skills:

Understanding of Contact center operations and relevant tech stack : Dialers, Telephony systems, NLP, ASR, CRM