Verified Job
Customer Support / TeleCaller
Mum BPO Asst Manager Training
Customer Support / TeleCaller
#381936
Remote / WFH
Job Description
Profile: Training - Assistant Manager
Sector: BPO
Location: Mumbai (Work from Office only)
Experience: Min. 1 yr on paper experience as Training - Assistant Manager
Education: Graduation (any stream)
Salary: Up to 7.5 lacs CTC + Incentives
Shift Details: Rotational Shifts; 6 days working, 1 Rotational Week Off
Description
• Administering Employee Training Programs; Evaluating Training Programs Effectiveness
• Conduct classroom training / team huddles basis the call monitoring sessions
• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance
• Establishes guidelines so employees understand expectations and parameters. Develops specific training to improve service performance
• Would be responsible for Training Throughput - Percentage of people hitting the floor after meeting the effectiveness criteria
• Would be responsible for Training Effectiveness (0- 30 days performance) -measured by the percentage of trainees achieving the Quality/CSAT/Productivity. Track associate’s performance after training to ensure effectiveness of training
• Monthly Product Knowledge Assessment on floor
• Coordination for refresher training bases TNI's; Refresher training with efficacy mapping
• Participate in calibration session within the team and with Quality / Operations when required
• Provide feedback to associates on positives, areas of opportunity and other observations based on audits
• Developing action plans and report out the improvement process in the weekly/monthly business reviews
• Analyse the Audit data, Survey data, prepare & implement action plans
• Providing inputs to operations on individual capability for better team capability management
• Generating reports on Daily, Weekly & Monthly basis
• Analyse the coaching/training needs of the associates and support them in delivery
Sector: BPO
Location: Mumbai (Work from Office only)
Experience: Min. 1 yr on paper experience as Training - Assistant Manager
Education: Graduation (any stream)
Salary: Up to 7.5 lacs CTC + Incentives
Shift Details: Rotational Shifts; 6 days working, 1 Rotational Week Off
Description
• Administering Employee Training Programs; Evaluating Training Programs Effectiveness
• Conduct classroom training / team huddles basis the call monitoring sessions
• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance
• Establishes guidelines so employees understand expectations and parameters. Develops specific training to improve service performance
• Would be responsible for Training Throughput - Percentage of people hitting the floor after meeting the effectiveness criteria
• Would be responsible for Training Effectiveness (0- 30 days performance) -measured by the percentage of trainees achieving the Quality/CSAT/Productivity. Track associate’s performance after training to ensure effectiveness of training
• Monthly Product Knowledge Assessment on floor
• Coordination for refresher training bases TNI's; Refresher training with efficacy mapping
• Participate in calibration session within the team and with Quality / Operations when required
• Provide feedback to associates on positives, areas of opportunity and other observations based on audits
• Developing action plans and report out the improvement process in the weekly/monthly business reviews
• Analyse the Audit data, Survey data, prepare & implement action plans
• Providing inputs to operations on individual capability for better team capability management
• Generating reports on Daily, Weekly & Monthly basis
• Analyse the coaching/training needs of the associates and support them in delivery
