Assistant Manager - Process Training - Travel/GDS

WNS; Visakhapatnam; On-site; INR 500,000 - 900,000; Full time

Job summary

WNS in Visakhapatnam is seeking an experienced Training Specialist to lead new hire programs, deliver pre-process and process training, and oversee end-to-end training deliverables including throughput and certifications.

The role requires strong English and German bilingual communication, MS Office proficiency, and at least 2 years in a training function. Willingness to work in a 24x7 environment and coordinate with stakeholders is essential.

Qualifications

• 2+ years in training department experience.
• GDS certifications will be an added advantage.
• Excellent written and verbal communications.

Responsibilities

• Training: Train new hire batches on pre-process and process including domain, communications, soft skills and travel induction.
• People Management: Identify EWS (Early Warning Signals), provide feedback, create coaching environment.
• Hiring: Hire candidates per client and process requirements on all communication parameters.
• Training Performance: Own throughput, certification, early production performance, and interventions during training and nesting.
• Detailed daily New Hire training review.
• Reporting: Ensure training reports shared with internal stakeholders and clients on time.
• Content Creation: Conduct TNI and update pre-process training plan accordingly.
• Knowledge Management: Ensure floor agents go through monthly check, floor refreshers, etc.
• Stakeholder Management: Manage internal communication with peers, stakeholders and clients.
• Coordination: Conduct interventions during training and nesting.
• TNI Refreshers: Identify agent strengths and create a concrete improvement plan with SBS, coaching, sessions, and on-floor activities.

Skills

Bilingual English & German

Training & coaching

Communication skills

Education

GDS Certifications (advantage)

Tools

MS Office

Job description

Key Accountability

• Training: Training new hire batches on pre-process & Process which includes domain, communications, soft skills and travel induction
• People Management: Should be able to identify EWS (Early Warning Signals), provide feedback, create coaching environment
• Hiring: Hiring candidates as per client and process requirement on all communication parameters
• Training Performance: End to end responsibility of training deliverables like throughput, certification, early production performance, etc. Conduct interventions during process training and nesting.
• Detailed daily New Hire training review
• Reporting: Ensure all training reports including internal stakeholder and clients should be shared on time accurately
• Content Creation: Should be able to conduct TNI (Training Need Identification) and make changes in pre-process training plan accordingly
• Knowledge Management: Ensure floor agents go through timely monthly check, floor refreshers, etc.
• Stakeholder Management: Should be able to manage internal communication with peers, stakeholders and clients
• Coordination: Conduct interventions during process training and nesting
• TNI Refreshers: Identify agent strengths to identify areas of improvement and provide concrete work plan for improvement. Create intervention plan basis TNI including SBS, one on one coaching, briefing, classroom sessions, on floor activities

Special Role Requirement

• Excellent written and verbal communications. Bilingual in English and German
• Should be willing to work in 24*7 environment, (5 days)
• Should be willing to work in non-weekend offs
• Proficiency in MS office

Qualification

• Work Experience:
• Training Experience: Should have sound understanding of the training function and should have spent +2years in training department
• Certification/ Domain Certification (If Applicable): GDS Certifications will be an added advantage.