AVP / Senior Manager – Training (Communication, Cultural, Soft Skills/ V&A Training ) for BPO Organisation

Role & Responsibilities :

– Should have prior experience in Communication, Cultural, Soft Skills/ V&A Training (both in terms of facilitation and having led a team for the said function)

– Experience in Content development, Training technologies, Digitization & Process Improvement in Training

– Should have led strategic initiatives to improve business metrics (csat/nps/ces)

– Should understand core concepts of the CCT function and provide timely innovative solutions

– Should be sound and highly proficient in English

– Should have working knowledge of Hiring tools, CEFR scale, Train & Hire and Pre-Process Training (in the BPO industry) vis a vis Language + Customer service

– Work with the Vertical leads in providing inputs on development areas for projects initiated

– Provide real time support to teams working on projects

– Leadership & Organizational skills to prioritise projects and provide improvement feedback

– Strong Project Management capabilities

– Excellent communication, marketing, relationship & motivational skills

– Should be knowledgeable on the businesses/processes

– Should have analytical ability and ability to understand the business impact of nos.

– Should be able to manage multiple teams and multiple location by providing KPI and driving it

– Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives

– Be well versed in analyzing data and suggesting measures towards improving revenue generation for the function

– Maintain vertical hygiene by ensuring reports, data and documents are in place

– Promote standardization by creating SOPs across training – Standardization

– Promote behavioral training programs and promote the programs in order to ensure maximum participation

– Should be aware of tools like GoAnimate, Flash player, Captivate and videos etc.

– Should have worked on various training methodologies and have knowledge on Instructional designing

– Should have done Market Research & analysis on training models and know what is happening in the training industry

– Should have worked on Innovative projects on digital transformation for training

– Knowledge of various digital tools & Instructional designing mandatory

– New business Transition/Knowledge Acquisition , Transfer and Training BAU .

– Work with the Training leads to ensure smooth running of training Operations

– Attends meetings WBR /MBR within the program or with another department and clients whenever necessary

– Meet & Greet with New Hire Batches

– EWS New Hire programs

– Manage internal stake holders

– Manage multiple teams and by providing by driving KPI

– Manage training metrics and impact to business metric

– TNI/ TNA process and make recommendations for process improvements

– Liaise with stakeholders to identify process improvement projects and launch it end to end with collaboration

– Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives

– Analyzing data and suggesting measures towards improving revenue generation for the function

– Maintain vertical hygiene by ensuring reports, data and documents are in place

– Promote standardization by creating & maintaining Training documentation

– Promote behavioral training programs and promote the programs in order to ensure maximum participation

– Act as a mentor for the team and hold the team together by promoting an environment of learning and team work

– Manage Training MIS for accounts

– Ensure training documentation is in place and processes are followed

– Look for opportunities to reduce people dependencies and move towards automation and digitization