Training Manager - BPO Industry

Position Description: Training Manager

LOCATION Panchkula, India

CTC upto 18 L.P.A

Experience - 8 to 10 Years preferably in BPO industry as a Training Manager

Reportees Trainers /Training Specialists

Summary Of Responsibilities :

Core Responsibilities :

- Manage a team of Training Specialists and support worldwide network of Trainers across different languages and processes within Customer Service Process.

- Determine Training needs by analyzing quality impacting issue and derive a plan of action to drive improvement

- Facilitate the execution of HC scaling up efforts in TRMS across different geographies and languages.

- Contribute to and influence the prioritization of key quality improving project entries and process improvement project opportunities driven by Training Team.

- Ensure effective delivery of Training and facilitate communication between learners, trainers and instructional designers.

- Drive improvements in training performance by innovating and sharing best practices globally.

- Liaison with Recruitment, Workflow and the Operations Team to update and publish Training Calendar for the responsible Functions/Depts.

- Own the reporting and communication of training performance metrics to all the relevant Stakeholders.

- Management of Trainer and Training room capacity based on capacity goals and targets. Providing an annual, two and three year view.

- Facilitate continuous development of trainers and facilitators to support various learning initiatives

- Work towards succession planning to ensure seamless growth in team

- Identify and provide support and guidance to Temporary trainers

- Evaluate the effectiveness of training activities in relation to business goals and suggest changes

- Identify progressive tools and technology enablers that will improve effectiveness of training classes.

Qualifications :

- Over all 8 to 12 Years of work experience.

- 4+ years of Training Management experience (should be in a Team Management role and must have Project Management experience)

- Experience of conducting Training Needs Analysis and carrying out all activities in the Training Cycle: Identify, Design, Delivery, Evaluation

- Excellent verbal and written communication skills

- Experience of implementing a wide range of Change management and process improvement activities.

- Able to develop and implement departments goals and strategies based on broader organizational goals.

- Excellent Classroom Management and Facilitation Skills.

- Superior judgment, diplomacy, and tact, with a willingness to speak up in the midst of adversity

- Excellent interpersonal skills - ability to work and influence with multiple Training Team members/ Stakeholders across different TRMS sites globally

- Ability to analyze large volume of data points, identifying issues and recommend solutions

- Must be a College graduate (any Learning and development related course or certification will be a plus).

Preferred Qualifications :

- A Master's Degree in Management is preferred

- 4 plus years- experience with customer service or banking processes would be an added advantage

- Project Management experience.

- Strong candidates may come from a background in operations in BPO/ITES (operational excellence expertise in the form of black belts/ green belts or equivalent work exp. would be desirable).

- Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills