Group Manager - Training

Evoke HR Solutions Pvt. Ltd
  • Navi Mumbai
  • Confidential
  • 6-7 years
  • 262 Views
  • 02 Sep 2015
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  • Training/ Learning & Development

  • BPO/ ITES/ Call Centers
Job Description

Skill /Special Skill

Strong Customer Service Attitude
Understanding of training delivery, training operations and OJT
Sound knowledge of client management
Excellent communication skills Written and Verbal
Strong experience in Training Delivery on Product, Process, Systems and Soft Skills/Customer Centricity in online marketing customer service support
Team management experience in Training Operations and Training Delivery
Conflict resolution skills
Analytical thought Process
Knowledge of sales and upsell
Should have worked on content development
TNI and TNA Understanding and implementation

Job Description and Key Accountabilities:

Implementation of the Training policies
Creation and Implementation of Customer Experience model
Managing complete training lifecycle -Training Calendar, Roll-out, Feedback, Control Mechanism, Analysis and Reporting along with classroom delivery
Training Delivery, Operations and Solutions
Training NHIT Batches and refreshers as and when required
Develop Action plans and report out the improvement process
Assessing the quality of training, adherence to training plan, schedules, content and delivery
Coordinate training and maintaining records
Certification closure for the New Hires as per the standards and expected output
LMS reporting
Involved in developing short term training capsules based on specific needs of the business or new product launches
Strong Experience in implementing data analysis and sharing findings without getting under any influence
Analyze Audit data, Compliance, Communication & Process related data
Participate in calibrations to ensure consistent scoring & feedback delivery approach
Managing floor support & supervisors training; Resolution & Communication /Vitality Trainings etc.
Monitor calls on Communication, Soft Skills, and Process & Compliance Parameters as and when needed


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About Organisation

Evoke HR Solutions Pvt. Ltd