Job Description

Manager/Senior Manager - L&D (Customer Care Centre Capability Development)

Role Name: Manager - L&D

Location: Hyderabad

Context:

To design & deliver development programs for the Customer Care function based on the training needs identified and business requirements. The Capability development manager works closely with the agents to identify areas of improvement and works closely with the function managers to resolve these gaps.

Key Responsibilities:

- Lead the training need analysis for the vertical, with focus on productivity and building capability for the future

- Collaborate with the SME\'s to co-create training content and enhance existing programs

- Manage budgets & costs related to the training for the business for the financial year

- Study the feedback from the training programs and design post training engagement modules

- Facilitate organization effectiveness & other behavioral trainings

- Provide road map for the training team for the year and regularly track the progress

- Regularly review and update program learning objectives, and implement training to ensure it meets desired learning outcomes

- Responsible for managing the dashboards for various programs and tracking the progress of the programs

- Deliver/co-deliver training programs directed towards improving efficiency and future capabilities

Educational & Experience requirements:

- MBA or equivalent degree

- 4 - 6 years of experience, working in a customer care role/training agents

- Strong functional training design and delivery experience

Key Personal Attributes:

- A focused driver with a structured process approach and ability to deliver outcomes

- Passionate about people development, strong communicator, highly energetic with ability to influence & persuade

- Excellent interpersonal skills - High level of proficiency in networking & connecting internally and externally

- Ability to work closely with function leaders by understanding their needs, designing and rolling out programs addressing the needs

- Excellent team building skills and orientation for developing high quality talent within the organization

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