Candidate expectations:

Candidates with 6+ years of experience in project management supporting International BPO clients.

Should have relevant experience of minimum 4-year experience with Service Desk Accounts preferably managing training for SD accounts or Advanced Technical support Process).

Job Description:

Create training and development programs / plans for specific LOB.

Responsible for New hire training (end to end).

Track and improve post training effectiveness.

Responsible for Floor training based on TNI (end to end).

Manage PKTs & all Knowledge assessments.

Own update management process.

Coach and develop team of trainers with optimum efficiency.

Handle ad-hoc training requests for multiple accounts.

Participate in client calls.

Consolidate maintain and share training data to internal and external stake holders.

Oversee Training Batch audits / observation session and share constructive feedback to the Associate Manager training.

Driving Behavioural training completion for the assigned process.

Conduct Behavioural training sessions as and when required.

Own creation and regular update of training SOPs based on various quality standards.

Review Associate Manager & Manager training reporting to them regularly and share constructive documented feedback.

Publish training dashboards to the Stake holders.

Contributing expertise on RFPs for SD accounts from training knowledge development and Knowledge base management.

End to End management off Service Desk Transitions on Knowledge Transfer approach.

Driving and participating in Six sigma projects performance improvement and cost reduction initiatives.

Participate and drive participation of training team in CSR activities.

Should be flexible working in Night shifts.

Contact Person : Ishwarya PS

Contact Number +91 9363485243