GM-Training, Customer Service

About: 

1. The position is responsible to own, strategize, deliver and execute Training and People Capability initiatives for the Customer Service Channels
2. This role owner will ensure to deliver consistent and effective training as per the set norms and defined framework and structure to all new joiners and existing staff within the verticals under preview.
3. Will be responsible to lead all corporate owned Training operations delivery and provide leadership towards management of all day to day training operations across these areas and work towards continuous enhancement in quality and quantity of Training and Agent performance

CORE RESPONSIBILITIES

1. Training Delivery and Execution

• Track, Plan, manage and execute all relevant training delivery and operations with respect to onboarding and overall people capability enhancement ( BAU induction, Remedial, Upskilling)
• Quality of trained resource – impact on learning curve and productivity | 30 day quality

• Deliver CXX and TNPS ( TNPS as per circle and set targets)
• Lead time-bound and effective learning interventions at all contact centre locations
• On time delivery and execution of all new campaigns and updates (Product/ process)
• Responsible for 30 day Quality (TNPS) , Training Throughput, support to align TNPS per targets 

1. Operations Excellence

• Own all Training metrics delivery for the LOB’s under purview.
• Facilitate TNI/ A and action and remediate corrective action plans basis quality feedback/ TNPS
• Influence functional/partner teams, gain acceptance and drive change
• Create and Institute people processes, knowledge /skilling/assessing systems from hiring to performance to reward & recognition (across frontline lifecycle) for the owned learner group in liaison will relevant internal teams

1. Collaborate and Partner

• Lead cluster training leaders to deliver training operation KPIs
• Provide coaching, strategic guidance and development to Partner/ Circle/ Agency trainers ( As app)
• Strategize influence functional/partner teams, to drive change via all national / corporate led training initiatives
• Maintain and drive strong partnership structure, design and governance via strategic relationship management

1. Compliance & Audits

• Periodic audits of Training delivery at Partner/Agency sites, governance and deployment adherence at Circle and Cluster, KMS and LMS usage.
• Hiring > Training > On Production adherence checks for seamless adherence to Training norms/ policies and protocols

1. Benchmarking & Analytics

• Facilitate continuous benchmarking – cross industry and intra company with insights and proactively plug simplified ways of working
• Provide relevant inputs to Content Team to Design Curriculum for induction, new skills and refresher training, based on Business requirements, Market trends and Technology roadmap

Core Competencies, knowledge and Experience

• Domain Knowledge in Training, (Approach, framework, systems) business operations
• Good Partner Relationship Management
• Strong Planning and Execution Skills
• Customer sensitivity & Service mind-set
• Excellent communication and presentation skills
• Ability to manage and lead people in a matrixed environment (circle / partner trainers)
• Engage & Present ideas/thoughts and have influencing skills

 

Must have Professional Qualifications

• Graduate / Post Graduate
• Training Certifications ( Delivery / Content creation (ID), Expert knowledge of ADDIE)
• Experience in working on Training systems/ tools / methodologies
• Experience in Telecom and Service Industry
• Experience of having worked on new age training /learning channels such as mobile learning, gaming, social media, e learning etc.

Overall experience of 12 – 15 years with at least 8- 10 years in leading and managing training operations for mid to large organizations.