Manager Process Training

2COMS Consulting Pvt. Ltd.
  • Pune
  • 8-14 lakh
  • 8-12 years
  • Views
  • 04 Jan 2018

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Roles & Responsibilities Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers Draw an overall or individualized training and development plan that addresses needs and expectations Conduct effective induction and orientation sessions Monitor and evaluate training programs effectiveness, success and ROI periodically and report on them Develop/ enhance the current training methodologies/ framework Resolve any process related opportunities and tailor training programs as necessary Maintain a keen understanding of training trends, developments and best practices Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc) Schedule training sessions, organizes information cascade and other interventions for team Review existing training materials and manuals to determine appropriateness and relevance and update accordingly Work with managers to address learning issues, instruction problems, or new educational needs regarding specific employees or departments Maintain the desired target throughput for process training batches Manage and control attrition and effective employee engagement activities Drive continuous improvement program across processes Analysis of utilization, efficiency and available data for the process Undertake detailed process improvement studies and upskills the team members Drive culture of continuous improvement Provide Training and quality support, development of metrics and dashboards in line with customer requirements Lead a team, coordinate with other location and drive standardized practices Should meet and exceed client metrics: External & internal training metric should be consistently green Strengthen training management processes/framework to improve delivery Get out of the box ideas and Process Improvement Initiatives in the process Should ensure Knowledge consistency through means like calibrations, Quizzes etc. Should have innovative methods of training and engagement General and Specific skills: Graduate Good Knowledge/experience of BPO processes Thorough knowledge of MS office tools like Power point , project, excel  are critical for the job Strong communication skills Good Presentation skills String analytical skill- ability to work with huge volume of data using statistical tools Excellent knowledge of six sigma and lean methodology Good facilitation skills Flexible approach to tackling projects Good team player Should have persuasive, collaborative and influencing skills Strong interpersonal skills to manage client expectations/engagements effectively Excellent Transactional Quality Domain Knowledge


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2COMS Consulting Pvt. Ltd.