Head - Customer Service Training - Telecom/BPO

Head -Customer Service Training

The Purpose of this role is to provides leadership to execute the L&D organization's strategy and philosophy, develops guidelines, norms and SLAs for ensuring standardized and consistent deployment; monitors its adherence.Understands the plans and priorities of the other L&D verticals, derives implication on the governance/ monitoring vis-- -vis the organization and L&D objectives

Key Responsibilities :

- Design the overall training model (remote training, self-learning through technology, certification) and modes of training

- Draw overall training plan in collaboration with Products teams and respective CS Channel Heads

- Define capability requirements (KSAs) required at different levels for different service channels

- Build alliances with training partners to provide Training and Development Interventions

- Define & measure training effectiveness parameters

- Ensures provision and achievement of all training requirements within the CS functions

- Drive delivery of induction, all product, process, systems and soft skill training

- Evaluates and improves the efficiency of operational training whilst ensuring training requirements are met

- Improves the effectiveness and impact of operational training by developing mechanisms to measure training outcomes and quality of training

- Evaluates Operational Training teams and provides feedback for continuous improvement

- Manages overall training processes within the CS function

- Makes recommendations for both external and internal best practice training mechanisms, approaches and modules

- Identifies the need for any accredited training modules

- Develops and delivers reports to meet requirements and standard reporting requirements

- Identifies, establishes and conducts reporting and analysis using pre- and post- assessment methodology and ROI model

- Collaborates with the Operations team to ensure that competence gaps are filled

- Ensures knowledge of business issues is current

- Identifies trends and common challenges and makes recommendations for solutions in collaboration

- Proposes solutions to fill any identified gaps in competence as a result of identifying common trends across CSD

People Management :

Leadership :

- Leads by example in living the values of the organization

- Ensures the department is fully equipped to handle the work load and distribute work flow

- Coaches to ensure a full understanding of consequences of errors

- Creates an environment that fosters team work and co-operation amongst team members

- Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives

- Communicates effectively, building and maintaining relationships

- Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

Attraction & Selection

- Ensures appropriate staffing and action accordingly

- Identifies need for creation of position and forward recommendation to direct manager and HR

- Ensures appointments are in line with EE targets / strategy

- Selects and places candidates in terms of agreed recruitment and selection process

Retention :

- Develops and empowers people, recognizing and rewarding value-added performance

Training and Development :

- Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

- Monitors implementation of training needs as per individual development plans

- Identifies, manages and develops talent

Performance Management :

- Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organizational and individual needs

- Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

Key Result Areas :

- Adherence to defined SLAs for content management (creation, management and updation)

- Achievement of the scores on Training effectiveness feedback

- Design and deployment of Knowledge Management Portal (Technology enabled) and processes (in conjunction with Business and IT team)

- Adherence to defined SLAs for Knowledge Management

- Design of Assessment & Certification Framework

- Achievement of the scores of training effectiveness and impact evaluations

- Design of Training Reporting and Analysis Framework

Educational Qualifications :

- Any graduation, Post Graduate

- MBA preferred

Years of Experience : 15 - 20 years

Telecom, BPO, Customer Service organisations preferred.

Knowledge & Skills :

- 15 - 18 years training experience, at least 5 years in heading a training team

- Content Authoring, Management of Content Repository, Exposure to user access controls

- Training need identification and analysis

- Experience in L&D governance and monitoring

- Experience in L&D assessment & evaluation

- Experience in managing training in distributed geography operations

- Experience in Training Life cycle management, Operationalization and Integration

- Excellent Business & Customer Service orientation