MakeMyTrip - Senior Manager - Training

Span:

- Direct Reports (company resources) - 8 to 10

- Indirect span (partner resources) - 100+

Roles & Responsibilities:

The incumbent would be responsible for leading the Training function for both MakeMyTrip (MMT) and Goibibo (GI) brands from customer service standpoint across all business verticals with an accountability of content creation/enrichment, automation, training delivery and vendor management. Further details as follows -

- The incumbent would be responsible for leading a team of trainers across multiple lines of businesses ranging from Air, Hotels, Ground Transport, Fulfilment, Black/Double Black, B2B and Experiences businesses and ensure requisite right skilling, grooming, performance management for all of them

- With the aforementioned team, the incumbent would be responsible for driving performance across key Training oriented metrics such as CSAT, AHT, Escalations, Productivity et al

- Drive performance in a decentralized environment with partners spread across multiple locations

- Monitor performance of each trainer as well as every new hire batch via effective implementation of a structured monitoring methodology

- Draw up individual as well as partner level training and development plans aimed at enhancing performance & delivery of trainers, supervisors and agents alike

- Training programs shall encompass New Hire, On the Job as well as Refresher trainings on Product, Process, Tools, new programs/launches, supplier updates and ad-hoc on-the-fly requirements

- Training programs shall also encompass the entire customer care population including agents, supervisors, managers, trainers, line trainers et al.

- Monitor agent progress with constant checks between training to OJT to operations- floor and ensure KRAs across the board are met via on-going training interventions, coaching and feedback

- Coordinate transition of trainees from training to work environment while ensuring requisite handholding during nesting period and demonstration of requisite competencies

- Drive continuous improvement in the learning curriculum through structured review of existing content and enhancing the same with updated/new training content/plotter

- Enhance learning environment via incorporation of new methodologies, best practices and extensive automation on the LMS front

- Ensure availability of standardized content for Assessments across levels/hierarchy and review & edit the same on an ongoing basis

- Generate TNI / TNA by liaising with various teams such as CD, Operations, Project Management, Process Excellence, Product and other stakeholders in the organization

- Design refreshers based on needs generated through TNI/TNA

- Update dissemination on a need basis for new hires & production agents as well as managing/supervising all processes across partner locations

- Ownership of DSAT/Escalations/AHT/Detractors due to agents or supervisors errors due to training deficiency

- Ownership of TAT & repeat calls of agents and supervisors

- Control overall customer experience quality of agents across all vendor partners through repeat trainings/assessments/scoring through call listening and scrubbing of DSAT/Escalations/NPS-Detractors.

- Present Learning results, trends, schedule in various meetings including client and leadership

- Assessing productivity, efficiency and cost management of training team

Skills Required:

- Should have minimum 7-12 years of experience in training. Experience in Travel domain in a bonus.

- Should have experience in driving large outsourced entities

- Should be comfortable in working in a fast-paced and constantly changing environment

- Should have knowledge/prior experience in product training in specific verticals

- Should have knowledge of customer experience tools

- Possess ability to gather and analyze data and make recommendations to manage growth and change

- Strong mentoring skills, presentation and team building skills

- Excellent Written and Verbal Communication, Interpersonal skills

- Demonstrate ability to work in a large and extremely dynamic environment