Training Manager

About the job

Profile: Training Manager Sector: BPO Location: Mumbai (Work from Office only) Experience: Min. 1 yr on paper experience as Training Manager Education: Graduation (any stream) Salary: Up to 8.5 lacs CTC + Incentives Shift Details: Rotational Shifts; 6 days working, 1 Rotational Week Off Description: • Administering Employee Training Programs; Evaluating Training Programs Effectiveness • Conduct classroom training / team huddles basis the call monitoring sessions • Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance • Establishes guidelines so employees understand expectations and parameters. Develops specific training to improve service performance • Would be responsible for Training Throughput - Percentage of people hitting the floor after meeting the effectiveness criteria • Would be responsible for Training Effectiveness (0- 30 days performance) -measured by the percentage of trainees achieving the Quality/CSAT/Productivity. Track associate’s performance after training to ensure effectiveness of training • Monthly Product Knowledge Assessment on floor • Coordination for refresher training bases TNI's; Refresher training with efficacy mapping • Participate in calibration session within the team and with Quality / Operations when required • Provide feedback to associates on positives, areas of opportunity and other observations based on audits • Developing action plans and report out the improvement process in the weekly/monthly business reviews • Analyse the Audit data, Survey data, prepare & implement action plans • Providing inputs to operations on individual capability for better team capability management • Generating reports on Daily, Weekly & Monthly basis • Analyse the coaching/training needs of the associates and support them in delivery

Requirements

• Employee training administration
• Classroom training
• Performance improvement strategies

Qualifications

• Graduation (any stream)
• Min. 1 yr experience as Training Manager

Preferred Technologies

• Employee training administration
• Classroom training
• Performance improvement strategies