Manager - Communication Training - BPO

Manager - Communication Training

Overview :

- Responsible for the Center-wide cX L&D operations for all programs & clients.

- Responsible for managing the internal operating center/Sutherland KPIs for the operating center/site.

- 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 cX Specialists, Training Mangers, Coordinators etc.

- Responsible for budgetary compliance & maintaining of ratios & hcs. Owner of the vtf program.

- Responsible for consistency & compliance to all CLS mandated tools, templates, formats & reporting guidelines.

Responsibilities :

- Plans, project manages, executes & ensures training delivery (New Hire + Ongoing) for clients globally.

- Coaches and develop training specialists & managers in their core cX competencies. Observes 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.

- Represents L&D in all relevant strategic and tactical forums; internal & external 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 CLS 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.

- Drive language calibration sessions and provide feedback to communication/language resources

- Understand Common-European-Framework for English and how CEF based assessments are administered

- Has the ability to analyze language assessment issues and provide corrective / consultative support to cater to SD/Client's needs

Qualifications :

Education : Must be a Graduate or above

- Overall 5+ yrs of experience in Training with specialization in Language and Communication Training

- Must have experience in managing Communication Training function and Trainers

- Must have experience in conceptualizing, design and development of training modules for Communication and Language Training

- Must have experience in reviewing and evaluating modules for training

- Must have experience in reviewing and drafting training plans for various Communication and Language Training over the calendar year