Training Manager

Digitide Solutions Limited; Dadri, Lucknow; Sur place; INR 800 000 - 1 500 000; Plein temps

Résumé du poste

Digitide Solutions Limited seeks a Training Manager to lead BPO training across Noida, Lucknow and Hyderabad. You will guide the training team, design and deliver content, and align initiatives with customer satisfaction and productivity goals.

You will monitor KPIs, manage monthly plans, and ensure quality standards while mentoring trainers and driving centered projects across locations.

Qualifications

• BPO exposure is a must.
• 08-12 years of experience in training/mentoring in a BPO/ITES environment.
• Educational qualification is Any Graduate or equivalent.

Responsabilités

• Monitor the overall functioning of processes, identify improvements and implement.
• Drive the training team to achieve training metrics.
• Initiate and drive projects to increase customer satisfaction, productivity and process quality.
• Set goals and deliverables for the team and track KPIs like training throughput and first-time accuracy.
• Plan, prepare and deliver training according to established training packages.
• Prepare monthly training needs analysis (TNI) and update soft skills, process and product knowledge within deadlines.
• Publish dashboards and monitor KPI trends; ensure audit readiness.
• Coach and mentor trainers to achieve individual and team targets.
• Oversee center-wise training projects and consolidate monthly training reports.

Connaissances

Training management

BPO training

People management

Excel

PowerPoint

Formation

Any Graduate

Outils

Excel

PowerPoint

Description du poste

Position: Training Manager

Location: Noida & Lucknow & Hyderabad

Domestic Bpo - 6 days working and 1 day off

BPO Training Manager

Qualification: Any Graduate

Experience: 08- 12 Years

Requirement: BPO exposure is a must.

Duties and responsibilities:

• Monitoring the overall functioning of process, identifying improvement areas and implementing.
• Driving Training team to achieve training metrics.
• Initiate and drive projects that would increase customer satisfaction, Productivity and process
• Set Goals and deliverables for the team to carry out their activities (KPIs) Ensure all the KPIs of Training are met on monthly basis such as Training Through put, First time attempt, Training Attrition.
• Plan, prepare and deliver training according to the training packages.
• Prepare & Plan for the Monthly TNI Content to fine tune the associates on soft skills, Process & Product related and ensure TNI are completed as per the given timeline.
• Track TNI refresher plan and coverage daily, Track improvement trends.
• Publish the Training Dashboard
• Nesting Governance is being tracked and validated.
• Conducting Trainer audit as per standard trainer audit parameters also to ensure all NHT batches are trained as per the lesson planner
• Visit the NHT batches to check training effectiveness and trainee knowledge on critical areas by different methods i.e. Mock call, dip check, Presentation on any topic, Crystal practice, etc.
• Visit all the NHT batch to check if all advisors are meeting the MSR (Minimum Skill Required) eligibility such as Typing speed, Navigation Test, Versant assessment & Merit assessment.
• Validate the MSR Report shared by HR Vs. System report to ensure there are no variance observed during the Audit.
• Track daily batch trackers to ensure compliance to process tollgates - assessment days, certification scores, reassessment, before next day etc.
• Knowledge dissemination- Twice in a day briefing session has been conducted by us to all the supervisors during the session we cascade all new/latest updates further to track the coverage. To Ensure all the training infra are in place as per the SOP such as Training Room & Data Lab.
• Monthly twice PKT has been conducted to all advisors and Supervisors where in PKT questions are being prepared based on the new updates/major observations. Learns reason, Publish the PKT Reports.
• Training Content Validation - Ensure monthly Training content shared by client has been validated and share the observation if any modifications /new updating is required.
• Monitor individual trainer&aposs performance and guide, coach and motivate them to achieve individual as well as team goals.
• Driving center wise projects, Prepare and Share the Monthly Training Reports.
• Function: ITES, BPO, KPO, Customer Service, Operations
• Expertise in Customer Servicing, Voice, email & chat capacities.
• Proficient with Excel and Power Point Soft Skills
• Willingness to learn & contribute, Positive Attitude, Effective team management skill.