Sr. Operational Excellence (VnA & Process)
- Gratitude
- 3 to 4 Yrs
- Mumbai
- 5 years ago
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Job Description
Title: Sr. Operational Excellence (VnA & Process Trainer)
Salary bandwidth 600,000 to 700,000
Location: Vashi
Night Shift
Responsibilities:
- Responsible for the planning and delivery of voice training and relevant client domain requirements
- New hire V & A training with domain-specific intervention
- Conduct periodic training needs analysis for voice skills and collection efficiency
- Floor intervention for performance improvement
- Review, maintain and upgrade training material
- Oversee the workflow for the trainers reporting into him/her across our locations
- Review weekly reports from both Internal and External trainers
- Guide new trainers in the day to day responsibilities and conduct TTT
- Working with Operations & Quality team to identify TNA and working on refresher plans
- Planning of training batch schedules
- Ensure training resources are in place
- To deliver training sessions in adherence with manuals and rigid training schedules
- Provide weekly training reports to the management as well as Business Units
- Review manuals on a periodic basis to ensure it is in line with current trends
- Conduct Development training
Key Result Areas:
- Overall Team Certification scores across all training batches at 90%
- Deliver Training Requirements Timely & Qualitatively
- Conduct Gap and Training Need Analysis within assigned processes and conduct Refresher training as required
- Initiate improvements under the purview of communication
- Review & recommend improvement of training content
- New Hire batches to complete Process training with a minimum average score of 95%
Required Qualification:
- Bachelor's Degree Required
- Should have obtained minimum 3 ratings in the last 2 appraisal cycle
- The employee should not be in any active counseling
- Domain experience of at least 2 years as Voice and Accent trainer
- Excellent presentation, Excellent written and verbal communication skills with the business sense to recognize both departmental and company priorities
- Knowledge of MS office is required to include PowerPoint and Excel
- Open to working in Night shifts
- Must be detail-oriented
- Leadership and people management skills are required
- Must be able to travel both internationally and within India
- Immediate Joiner or max in 7 days.
Employement Category:
Employement Type: Full timeIndustry: Education / TrainingRole Category: Technical / Process TrainingFunctional Area: Not ApplicableRole/Responsibilies: Sr. Operational Excellence (VnA & Process)Contact Details:
Company: Gratitude IndiaLocation(s): Mumbai+ View Contact
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₹ 6 - 7 Lakh/Yr
Gratitude
Gratitude IndiaClient Service HR Professional ALL OVER IndiaGRATITUDE INDIA is an ISO 9001:2008 Certified Recruitment Consultancy from last 11 years. We are the only National level Consultancy doing BPO Recruitments. Gratitude has been rated by CARE where it has received SE2A Rating. www.gratitude...
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