Job Description

People Manager (at least 3-4 years of People Management) only Communication / Soft Skill Trainer - from BPO / Customer Service process Look for immediate joiner - 30 days NP :

• Manage a team of front-line Training Managers and Communication Specialists, and support a worldwide network of Trainers across different languages and processes within the Customer Service Process.
• Determine Training needs by analyzing the quality impacting issues and deriving a plan of action to drive improvement
• Facilitate the execution of headcount scaling up efforts in CS across different geographies and languages.
• Contribute to and influence the prioritization of key quality improving project entries and process improvement project opportunities driven by the Training Team.
• Ensure effective delivery of Communication Training and facilitate communication amongst the learners, trainers, and instructional designers
• Drive improvements in training performance by innovating and sharing best practices globally.
• Liaison with Recruitment, Workflow, and the Operations Team to update and publish Training Calendar for the responsible Functions/Depts
• Own the reporting and communication of training performance metrics to all the relevant Stakeholders.
• Management of Trainer and Training room capacity based on capacity goals and targets. Providing an annual, two, and three-year view.
• Facilitate continuous development of trainers and facilitators to support various learning initiatives
• Work towards succession planning to ensure seamless growth in team
• Identify and provide support and guidance to Temporary trainers
• Evaluate the effectiveness of training activities in relation to business goals and suggest changes
• Identify progressive tools and technology enablers that will improve the effectiveness of training classes.

Basic Qualification:

• Overall 10 to 15 Years of work experience with a minimum of 8 years + experience in Voice and Accent or communication training.
• Should be in a Team Management role and must have Project Management experience
• Experience in conducting Training Needs Analysis and carrying out all activities in the Training Cycle: Identity, Design, Delivery, Evaluation
• Excellent verbal and written communication skills
• Experience in implementing a wide range of Change management and process improvement activities
• Able to develop and implement departments goals and strategies based on broader organizational goals
• Excellent Classroom Management and Facilitation Skills
• Superior judgment, diplomacy, and tact, with a willingness to speak up in the midst of adversity
• Excellent interpersonal skills - Ability to work and influence with multiple Training Team members/ Stakeholders across different CS sites globally
• Ability to analyze large volume of data points, identify issues, and recommend solutions
• Must be a College graduate (any Learning and development related course or certification will be a plus)

Preferred Qualification:

• A Master's Degree in Management is preferred
• 4 plus years of experience with customer service or banking processes would be an added advantage
• Project Management experience
• Strong candidates may come from a background in operations in ITES/IT/ Hospitality/Retail / (operational excellence expertise in the form of black belts/ green belts or equivalent work exp. would be desirable).

Other Details

• Keywords: .
• Industry: Internet/Ecommerce
• Employement Type: PERMANENT

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Location Noida


Job Title Training Manager - L5 Diversity


Experience 10.0 yrs - 15.0 yrs


CTC INR 22.00 lacs - 30.00 lacs Salary - 15-20LPA Basic