Responsible for Planning, Scheduling, Execution and Measuring Process training
Participate in organizational initiatives like CMMI etc
Lead ContentDesign & Delivery activities.
Lead, Coach & Mentor the Process training team (AMs/TLs/Trainers)for delivery effectiveness & efficiency.
Training Needs Identification, Analysis and Planning Refresher Training Methodology and Calendar.
Build backup team/s for business continuity & cost reduction.
Partner with operation teams to address training needs & review for effectiveness through planned review meetings
Responsible for hiring, certification and productivity of new trainers / SMEs.
Ensuring effective Knowledge Transfer during Migrations Training Material, Training Methodology, Monitoring Progress.
Establishing the Knowledge Management Framework for existing processes
Desired Profile 7-9 years overall work experience (prior exposure to a BPO Operations/Training setup and Customer Service) of which at least 4 years experience in conducting/coordinating and leading Process Training
Must have done Knowledge Transfer in earlier role
Excellent Communication and Presentation skills
Ability to multi-task and prioritize in a fast paced environment.
Must be flexible to mirror / overlap US Daytime work hours.