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Job Description :
Implementing New Hire Training design periodically to ensure its effectiveness in meeting the needs of the Stakeholders & that it is in line with the Organization’s requirements of improving Customer Experience.
Manage multiple accounts from various industries. Clients could be domestic or international.
Liaise with Operations Managers and Sr. Managers for all the accounts to implement training plan.
Operates as an account manager for the call center's Operations & Quality functions to understand any training needs/interventions required and provide necessary training solutions. ·
Liaise closely with clients for feedback and content improvements.
Execute program transition with new clients.
Designing & Implementing effective Cross Skill / Up skill Training/Refreshers/Floor Support or any other intervention in consultation with Operations, Quality, HR and any other stakeholders.
Coordinating with Operations, Workforce planning, Recruitment, Human Resources and other stakeholders to effectively implement all trainings.
Creating and implementing Employee development plan.
Job Qualifications:
Minimum 2 years' experience ideally within a call center environment (including design, development, preparation & implementation of training.
Management experience is essential
Excellent written and verbal communication skills
Ability to work as part of a team as well as demonstrating own initiative
Ability to work on multiple projects/tasks and remain flexible during any period of change based on the needs of the business.
Computer literate (MS office, Word, Excel, power point and outlook)
Professional Training Related Certification is a Plus.
