Candidates with 10 -15 years of work experience, having worked in the Training function for sales/outsourced staff. Post-Graduation/ MBA from top institutes is mandatory. You may also look at candidates from the BPO/IT industry
Ensure periodic Training Need Analysis & ensure implementation of the Learning path for all outsourced employees
Put in place a robust procedure through which training needs & requirements are identified through feedback from stakeholders, listening to calls at inbound & outbound call centre, visit to Service Centre, analyzing quality audit inputs, customer feedback, satisfaction surveys, new project rollout, new and revision of processes etc.
Ensure timely preparation/revisit of learning path for all outsourced teams with certification milestones in place.
Ensure more of video based /e-learning training modules.
Make learning easier and interesting by promoting learning through emails, IVR, OBD, SMS etc.
Monitor & measure the effectiveness of trainings Constant research to be done on the training methodology, content creation and technological interventions.
Ensure creation of effective, high quality, creative & customized training content to cater to various audiences.
Ensure creation of training content which is of high quality, effective, creative along with modern technology intervention to give a standardized delivery, interest and retention among participants.
Map the training content requirement basis the learning path prepared for all outsourced employees & Internal employees.
Ensure timely update & circulation of content development plan/calendar with all relevant stakeholders and deliver the content as per the timeline.
Identify devises to monitor & measure training effectiveness.
Constantly monitor and measure the effectiveness of training & analyze and work on the improvement areas:
Scanning through training feedback forms
Quality Audit feedback.
Any other new methodology added.
Ensure successful ISO audit on the training related areas
Maintain ISO catalogues for all trainings rolled out from corporate including calendar with version control, date of TTT details, audience, EUT details, training feedback form analysis & action taken for improvement, test scores conducted to ensure understanding etc.
Proof of adherence of all training related processes.