Our client is a leading international BPO.
Responsible for the Center-wide cX L&D operations for all programs & clients.
Responsible for managing the internal operating center / Sutherland KPIs for the operating center/ site.
Responsible for hiring, training, & managing a team of Managers, Training Specialists & Coordinator
Responsible for in-class/ nesting supervision & coaching for all training staff in the operating center/site.
Responsible for the consistency/ execution/ results/coordination & delivery of New Hire Training, Nesting & BQM for the operating center /site/
Responsible for the throughput & New Hire Attrition as deemed by the upstream processes 0 through end of Nesting + 30 days (varying degrees of accountability).
Coaching, Development & Performance Management of the Training cX Specialists, Training Mangers, Coordinators etc.
Responsible for budgetary compliance & maintaining of ratios & hcs. Owner of the vtf program.
Responsible for consistency & compliance to all CLS mandated tools, templates, formats & reporting guidelines.
Plans, project manages, executes & ensures training delivery (New Hire + Ongoing) for clients globally.
Coaches and develop training specialists & managers in their core cX competencies. Observes class, nesting & BQM delivery and lead coach sessions for the group.
Proactively engages and manages the operating-center service delivery relationship.
Partners with stakeholders to support revenue growth and demands for the operating center.
Represents L&D in all relevant strategic and tactical forums; internal & external for the operating center.
Partners with Service Delivery/ Quality to determine needs and gaps within the operating site.
Conducts & leads detailed gaps & needs analysis and post-training assessment initiatives for the program.
Proactively seeks to improve Training Delivery for the site via content, context & curriculum analysis. Uses other acceptable ISD/ Improvement Methodologies as applicable..
Collate, audit and report out all client related billable/ non-billable reports and any and every other reporting requirements via MIS Analyst/ Coordinator (by client)
Lead special projects or new business developments that require specialized training attention.
Maintain updated hiring & resource planners (TRPD) for all the operating center/site.
Ensures consistency & compliance to all CLS mandated tools, & reporting guidelines (eg. TRPD, CLC Tracker, Resource Utilization etc) (via Training Specialists/Managers & Coordinator).
Ensure updated knowledge of the two key programs at the operating center with self at all times.
Ensures the tracking & assessment of the key performance indicators, including attrition & 30-60-90 days performance post nesting for each wave.
Creates weekly Learning and development site report.
Participates in weekly/ bi-weekly performance calls with Enterprise Managers, SD & Client as required
Management of the Site Training Budget; people (VTF & Trainers utilization), facilities and equipment. Drive hiring and sourcing.
Drive language calibration sessions and provide feedback to communication/language resources
Understand Common-European-Framework for English and how CEF based assessments are administered
Has the ability to analyze language assessment issues and provide corrective / consultative support to cater to SD/Clients needs.
Education : Must be a Graduate or above
Overall 5+ yrs of experience in Training with speciliazation in Language and Communication Trainbing
Must have experience in managing Communication Training function and Trainers
Must have experience in conceptualizing, design and development of training modules for Communication and Language Training
Must have experience in reviewing and evaluating modeules for training
Must have experience in reviewing and drafting training plans for various Communication and Language Training over the calendar year
Communication Training , V&A Training
Work Experience -Minimum 5 years work experience in Training