Citizen
Full Time
Direct Hire
UG :- - Not Required
PG :- - Not Required
No of position :- ( 1 )
Post :- 22nd Apr 2022
Dear Candidate
Training Manager
Job Description
Role Summary:
Training & Development
Govern the overall training function
Ensure that TNA is conducted timely and training is in line with findings
Track Training Surveys to understand feedback provided to trainers
Identify and recommend modifications or addition in content to facilitate the learning needs of the new hires as well as tenured agents.
Conceptualise training interventions as per the learning gaps identified
Guide trainers in conducting FGD with Ops team, Study BQ & RCA analysis to identify high error areas
Analyse monthly PKT outcomes and focus on low scoring areas
Overall governance and monitoring of NH batches and planning
Discussions with NHs on any behavioral issues before handing it over to HR
Ensure Training Throughput Attrition & Duration Policy
Efficiency Improvement & Calibration are maintained as per agreed SLA
Streamline execution of training - ensure resources such as logistics, trainer, rooms are arranged by team
Maintain timely completion of interventions
Policy & Content Creation
Ensure the overall Policy function is running efficiently
Enable trainers in creating appropriate training content and adopt best practices for content creation
Manage the overall policy creation to dissemination lifecycle
Ensure all policy / workflow documentation is accurate and up-to-date
Review Crispers/Policy Shots/quizzes/RCAs and provide relevant feedback to trainers
Understand policy needs of the floor and help the team initiate required policies/workflows through policy change requests
Motivate the team to identify and close any policy gaps
Team Management & Governance
Provide necessary direction to the team across tasks
Review performance and conduct performance discussions
Plan and nominate trainers for their developmental trainings
Ensure optimum resource utilization and proper work allocation
Maintain Team Attendance & Assignments
Define trainer deliverables and conduct one-on-one discussions
Review performance scorecards for the team, recommend incentives and provide meaningful insights to MIS for evaluating team performance
Ensure all team trackers are maintained accurately and are up-to-date
Audit trainer delivery through monthly Trainer Observations & share feedback
Mentor & coach Trainers and Policy PoCs on their KRAs & drive it towards completion
Maintain Training & Policy data for project
Buganiser approval and keeping track of Google billable hours for all training across sites
Responsible and work closely with business for any escalations, RCAs and training support
Attend team meetings with the global team
Client Interfacing
Attend all relevant client meetings and act as the primary point of contact for the client
Liaise with the client to understand requirements, transfer these into actionables for the team and deliver the expected output
Ensure all client tasks as delivered based on commitments made
Create and present Training slides as part of business reviews
Arrange and oversee client shadows as necessary
LOCATION : HYDERBAD
NOTICE PERIOD: Immediate | 30 Days