Milkbasket - Training Manager - Customer Care Domain

Job Description

Job Position (JP) - Training Manager

Reporting To - Chief Manager (Customer Excellence Team)

Position Responsibilities:

-Identify and assess the training needs of the Customer Experience Team through job analysis, career paths and consultation with managers.

-Develop individualized and group training programs that address specific business needs.

-Develop training manuals that target tangible results.

- Implement effective and purposeful training methods.

- Evaluate performance to ensure that training is meeting business needs and improving performance.

- Assess employees' skills, performance and productivity to identify areas of improvement.

- Drive brand values and philosophy through all training and development activities.

-Effectively communicate with team members, trainers and management.

-Create a curriculum to facilitate strategic training based on the organization's goals.

- Select and manage resources, including working with both internal employees and training vendors to develop and deliver training.

- Manage the technologies and technical personnel required to develop, manage and deliver training.

-Keep abreast of training trends, developments and best practices.

-Create reports to track progress.

-Understand basic terminologies of Training and proficient in TNA/TNI, classroom training, customer sentiment understanding, onboarding and training new employees.

Specific skills required for the role:

- Proven work experience as Training Manager or similar role

- Knowledge of organizational effectiveness, management and training

- Experience in planning and strategy

- Familiarity with business and financial principles

- Excellent communication skills