Training Manager - TSSC Lead - BPO

Role Essentials -

- Good knowledge of MS Excel, PowerPoint, Word

- Excellent communication skills - spoken as well as written English

- Strong Customer handling skills

- Strong Presentation skills

- Team handling skills - Should have managed a team of 20 or more FTEs in the previous role

- Email Etiquette

- Strong multi-tasking and time management skills

- Ability to work for long hours and as per role requirement

- Ability to work independently

Job Responsibility -

- Tracking and maintaining process SLAs

- Preparing Monthly dashboards for reviews

- Updating monthly data on Power BI

- Custodian of Process documents and policies - Ensuring all SOPs are up to date

- Working knowledge of the LMS tool - iLearn

- Performance management - VIC planning and uploading

- Leave management

- Handling escalations, doing the RCA, and sharing feedback

- Training and development - Grooming the team and helping them in the advancement of their career

- Career pathing for the team

- Working closely with the team on Lean ideas and process improvement

- Encouraging team to learn through Genome

- Regular connect with the team - Monthly 1-0-1, Friday fun, team huddles/meetings

Preferred Skills -

- Experience in BPO customer interaction environment

- Exposure to a Learning Management tool

- Strong customer orientation, works with minimal supervision, demonstrates strong organizational skills, and can multi-task in a fast-paced environment