Work with Capacity planning teams and local WF, Operations, and Recruiting to plan training schedules for all locales handled locally.
Participate in maintaining and improving recruiting processes, such as technical or English testing, to ensure a high hiring-bar for each new-hire.
Build strong relationships with Knowledge Management in North America (NA), IN and European regions to drive the development of robust training processes to ensure a training experience that prepares employees for production.
Stay up to date on upcoming training initiatives by keeping open communication with Instructional Design and communicating relevant information to local stakeholders.
Meet regularly with Operations, ACES teams to understand local training needs and implement solutions via the training team for measurable results.
Work with training team to develop content required at a local level.
Manage a team of trainers and develop them to deliver consistent, effective, fun, peculiar, and memorable classes to new hires and existing employees alike. This should be achieved through live class observation, feedback collection from trainees, and other methods.
Manage all interim process trainers, observe performance on their roles & responsibilities, provide regular feedback to support conversion, subject to business requirement.
Regular interactions with Production Training managers to review training performance, trainee and trainer performance and all New Hire reviews, including making decisions to graduate or terminate employees.
Manage all new employees (NA,UK, IN) during their time in training; this will require great communication, people management, and decision making skills. Communication with HR will be critical.
Provide clear insight into training performance drivers and the levers which impact new-hire performance.
Be available on network training manager and training specialist calls to identify and share best practices, check solutions for local areas of opportunities. The requirement is also to standardize training work and trainer roles through active discussion.
Partner on Operation initiatives within the site and network.
10+ years of work experience with at least 3 years of work experience in the areas of Communication / Language Training in an MNC BPO and currently working as Manager / Senior Manager Training in an MNC BPO .
An infectious and authentic obsession with excellent customer experience and for sharing customer issues as a way to improve customer experience.
Stellar delivery skills and high energy facilitation style.
Able to demonstrate candor, poise, self-confidence and warmth. Poise under pressure is especially beneficial as is the ability to create an easy atmosphere for discussion.
Direct experience thriving in fast-paced, dynamic and often ambiguous environments while delivering results, meeting stretch goals and barely breaking a sweat.
Outstanding interpersonal and leadership skills; a role model for the use of the concepts and skills exemplified in the C2 program.
Highly organized, self-motivated, detail oriented, and able to work independently as well as collaboratively.
Bring experience to bear in developing imaginative and practical program improvements.
Technical aptitude as it relates to instructional design and program management.
Use of SharePoint and MS Office products.