AVP/ Vice President- Training(various domains) with leading BPO
Location: Chennai
AVP/VP- Training (Travel vertical) with leading BPO in Mumbai
AVP/VP-Training (Healthcare vertical) with leading BPO in Hyderabad
Shifts: UK shift or early US shift (upto 1.30am-2am)
- Candidates working in a similar capacity in a BPO need only apply
- Current designation must be a tenured Senior Manager or above
Qualification: Graduate
Experience- 10 years- 18 years
- Must have relevant experience of 5-8 years(current experience) in Training
Must Have:
- Voice Training background (Customer Support)
- Pre-process/Process Training Background for multiple(more than two) domains like F&A, Retail, Telecom, Healthcare, Travel etc.
- A large span of control
- Excellent Communication Skills
- Experience in initial 0-90 days training post joining
We DO NOT NEED:
- L&D profiles for this requirement
- Back-end operations profile for this requirement
Job Description:
- Responsible for hiring, training, & managing a team of Managers, Training Specialists & Coordinator
- Responsible for in-class/nesting supervision & coaching for all training staff in the operating center/site.
- Responsible for the consistency/execution/results/coordination & delivery of New Hire Training, Nesting & BQM for the operating center/site/
- Responsible for the throughput & New Hire Attrition - as deemed by the upstream processes - 0 - through end of Nesting + 30 days (varying degrees of accountability).
- Coaching, Development & Performance Management of the Training Specialists, Training Mangers, Coordinators etc.
- Responsible for budgetary compliance & maintaining of ratios & hcs.
- Responsible for consistency & compliance to all CLD mandated tools, templates, formats & reporting guidelines. Ensures the tracking & assessment of the key performance indicators, including attrition & 30-60-90 days performance post nesting for each wave.
Principle Accountabilities:
- Plans, project manages, executes & ensures training delivery (New Hire + Ongoing) for clients globally.
- Coach & Develop training specialists & managers in their core competencies. Observe class, nesting & BQM delivery and lead coach sessions for the group.
- Proactively engages and manages the operating-center service delivery relationship.
- Partners with stakeholders to support revenue growth and demands for the operating center.
- Partners with Service Delivery/Quality to determine needs and gaps within the operating site.
- Conducts & leads detailed gaps & needs analysis and post-training assessment initiatives for the program.
- Proactively seeks to improve Training Delivery for the site via content, context & curriculum analysis. Uses other acceptable ISD/Improvement Methodologies as applicable..
- Collate, audit and report out all client related billable/non-billable reports and any and every other reporting requirements - via MIS Analyst/Coordinator (by client)
- Lead special projects or new business developments that require specialized training attention.
- Maintain updated hiring & resource planners (TRPD) for all the operating center/site.
- Ensures consistency & compliance to all CLD mandated tools, & reporting guidelines (eg. TRPD, CLC Tracker, Resource Utilization etc) - (via Training Specialists/Managers & Coordinator).
- Ensure updated knowledge of the two key programs at the operating center with self at all times.
- Ensures the tracking & assessment of the key performance indicators, including attrition & 30-60-90 days performance post nesting for each wave.
- Creates weekly Learning and development site report.
- Participates in weekly/bi-weekly performance calls with Enterprise Managers, SD & Client as required
- Management of the Site Training Budget; people (VTF & Trainers utilization), facilities and equipment. Drive hiring and sourcing.
- Perform other related duties and assignments as required and as assigned by supervisor or manager.
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