Deputy Manager – Process Training
6 days ago
Responsibilities:
- Over 10 years of experience managing process training for a customer service contact centre – New Hire Trainings and Training Initiatives for the existing employees.
- To be able to work on the ground, with ground level staffs and the trainers, managing basic stuffs in the classroom and OJTs, drive call simulations, knowledge assessments and retentions activities.
- Driving BAU practices, conducting regular assessments, drive process updates completions, drive process accuracy by liaison with operations and quality team.
- Training logistics with facility, WFM, Ops and all other functions.
- Should be knowledgeable on the business/process in customer experience area.
- Should have excellent communication skills and be able to interact with internal stakeholders and clients.
- Should have analytical ability and ability to understand the business impact of nos.
- Should be able to manage multiple teams and multiple location by providing KPI and driving it.
- In depth understanding of training metrics and impact to business metric. In depth understanding of TNI/ TNA process and ability to make recommendations for process improvements.
- Liaise with stakeholders to identify process improvement projects and launch it end to end with collaboration.
- Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives.
- Be well versed in analysing data and suggesting measures towards improving revenue generation for the function.
- Maintain vertical hygiene and compliances by ensuring reports, data and documents are in place.
- Promote standardization by creating SOPs across training – Standardization.
- Promote behavioural training programs and promote the programs in order to ensure maximum participation.
- Should have worked on various training methodologies and have knowledge on Instructional designing.
- Should have done Market Research & analysis on training models and know what is happening in the training industry.
- Should have worked on Innovative projects on digital transformation for training Knowledge of various digital tools & Instructional designing mandatory.
- Work with the Vertical leads in providing inputs on development areas for projects initiated.
- Provide real time support to teams working on projects.
Qualifications:
- Minimum requirement of 10 years in the training function with excellent knowledge of contact center and customer service operations.
- Candidate must possess at least a Bachelor College degree any field.
- Excellent Interpersonal skills.
- Excellent English communication and writing skills.
- Excellent facilitation skills.
- Should have an eye for detail.
- Coaching and feedback skills.
- Should possess an eagerness to learn on the job.
- Excellent knowledge of MS Office.
- Knowledge in Reporting Tools Financial Snapshots.
Job Types: Full-time, Permanent
Pay: Php70, Php75,000.00 per month
Work Location: In person
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