AGM – CS Training

January 9, 2023

Job Overview

  • Date Posted
    January 9, 2023
  • Location
  • Expiration date
    --

Job Description

About: 


JOB PURPOSE

This role is responsible to build, deliver training content that will help bring substantial positive behavior changes and enhance functional skills in the learner to deliver CXX . The role will require to be build and curate content basis TNI/A’s using trending data from quantitative analysis. The role owner will also work towards continuous enhancement in quality & quantity of training performance, customer experience, business growth and higher profitability by way of skills training content.
KEY RESULT AREAS/ RESPONSIBILITIES

  1. Training and Content Development
  • Skill and competency mapping to build desired skill enhancement  content

  • Design and build content in alignment with CXX and CARE principles to build service uplift content

  • Develop Learning modules and Leadership development program

  • Lead needs analyses and learning strategy development activities to improve individual and organizational performance

  • Assist in developing Learning modules and Development programs with internal resources and external agencies support for channel partner’s

  • Leverage design thinking concepts, agile development techniques to create content for a rapidly changing environment

  • Facilitate TTT’s / Web based / digital learning sessions on behavioral / soft skills 

  • Perform data analysis, understand trends and provide insights on agent behavior and ASAT performance. Monitor and evaluate training program’s effectiveness on impact to learning curve and/or productivity and publish reports

  1. Stakeholder(s) / Operational Engagement
  • Engage with Corp stakeholders and Circle / partner / Cluster teams to identify training requirements, priorities that are aligned with the business strategy

CORE COMPETENCIES, KNOWLEDGE, EXPERIENCE

  • 10 – 12 years of total work experience with at least 5-7 years of experience in delivering skill based training

  • Curricula writing , Create Lesson Plans, FG’s PG, learner kits

  • Creative thinking to conceptualise, design, plan and implement specific interventions towards behavioural change

  • Should have Deep domain expertise and knowledge of training and developing practice and methods, including needs assessment and instruction design for multi-cultural business environment

  • Should be analytical and self-driven with  a proven track record of leading training function internally and with external partners  to deliver business results

  • Knowledge of content development to include: needs based curriculum design, program planning, third party supplier sourcing and vendor management, program delivery and evaluation.

MUST HAVE TECHNICAL SKILL

  • Should have delivered soft skills and behavioural training
  • Graduate/post graduate

  • Expert knowledge of  the ADDIE model, Instructional design methods, creation of learning strategy/approach/ Adult Learning principles

  • Experience of having leveraged new age training /learning channels  such as mobile learning, gaming, social media, eLearning etc

GOOD TO HAVE

  • Certification in any learning systems/tools/methodologies/ID