Learning and Development Associate Director / Manager

Opening : 1 Nos.

Job ID : 105397

Employment Type : Full Time

Reference :

Work Experience : 15.0 Year(s) To 20.0 Year(s)

CTC Salary : Not Disclosed by Recruiter

Function : ITES / BPO / KPO / Customer Service / Operations

Industry : ITES / BPO / KPO

Location : Pune

BASIC PURPOSE : Training Manager plays a pivotal role in an organization, responsible for designing, implementing, and overseeing training programs that enhance the skills and knowledge of employees while ensuring alignment with the company's goals and processes. Overall, the role of a Process & Corporate Training Manager requires a blend of leadership, strategic thinking, and a strong understanding of both training methodologies and organizational processes.

ESSENTIAL FUNCTIONS :

Training Program Development

Design, develop and implement comprehensive training programs tailored to business operations and aligned with organizational goals, ensuring they address specific skill gaps and development needs.

• Create training materials, modules, manuals, resources, and presentations to facilitate learning.

Process Expertise and Improvement :

Possess a strong understanding of voice-based operations, including call handling, phone etiquette, script adherence, and handling customer inquiries or issues effectively.

Training Delivery :

Deliver or oversee the delivery of training sessions using various methods (e.g., workshops, online modules, role-playing, simulations, seminars) to accommodate different learning styles and improve the performance of employees.

Evaluation and Assessment :

Assess the effectiveness of training programs through feedback, surveys, and performance metrics.

Collaboration and Coordination

Collaborate with department heads and managers to understand training needs and ensure alignment with departmental goals.

Compliance, Documentation and Reporting

Ensure training programs comply with industry standards, regulations, and company policies.

Technology and Tools :

Familiarity with call center technologies, CRM systems, and other tools used in voice-based operations.

Leadership and Team Management

Lead and manage a team of trainers or coordinators, providing guidance, mentorship, and support.

Continuous Learning and Development

Stay updated with industry trends, best practices, and advancements in training methodologies.

Quality Check / Assurance

Create framework to measure the quality & effectiveness of training programs.

Evaluates the relationship between those initiatives and indicators such as the turnover rate

Align CCI policies, procedures and practices with the enterprise-wide goals and initiatives.

REPORTING RELATIONSHIPS :

Reports to : HR Head, India

Key Skills :

Company Profile

We specialize in providing a gamut of IT and ITES (Information Technology Enabled Services) services to our parent company and its subsidiaries. We are well-equipped with technology and business expertise to provide smarter and innovative solutions to our customers. Not only do we work with a difference; we work to make a difference.