Director Training - DBU Job in Teleperformance
- Teleperformance
- 15 to 19 Yrs
- Other Haryana
- 1 year ago
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Job Description
- Maximize Your Impact at Teleperformance Welcome to Teleperformance, a global hub of innovation and empowerment, where we redefine the future. With a remarkable 10 billion in annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions. As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. Strengthen your leadership position, tap into our omnichannel solutions, and contribute to a brighter, digitally driven tomorrow. Your talent is the missing piece that completes our vision. The Opportunity | Director, Training DBU In this role, you will ensure appropriate levels of skills and competencies in the team to cater to training needs at each operating level and drive an environment that supports and is conducive towards individual development, defines budget requirements to meet training objectives and tracks training costs for the company and the client. In charge of supervising Management of specific data, compliance adherence, content development, driving engagement activities to improve performance and retention is critical to this Role. The Director is also responsible for creating a Robust Training System to aid learning across levels and identify gaps between the training program and operational requirements, recommending and implementing solutions. The Director is responsible to keep all stakeholders (internal/external) abreast with training requirements/updates on performance metrics and operational SLAs on a regular basis. The Responsibilities Responsible for directing Sr. Managers/Managers and aligning training officers/Line trainers to provide training to prepare advisors to meet their Performance metrics i.e. SLAs which in turn impacts customer retention and growth. Taking ownership of training / projects assigned, including coordination of supplies, equipment, and training materials. Focussing on training management to maximize output nos. (yield/DTP) through various interventions / engagement activities etc. during new hire training batches. Reviews and analyses clients training materials and recommends necessary changes to provide increased effectiveness. Guides, administers, Designs, and analyses training evaluations to assess effectiveness of programs and makes changes as needed. Conducts audits to gauge efficacy of testing systems / applications and continually updating training materials as new products / processes are added. Consistently demonstrates ability to lead the process training team to meet and exceed operational / client metrics. Conduct audits to Ensures training participation in calibrations with Quality & Operations to maintain the line trainer / training officers knowledge is up to the required standard. Liaises with Operations & Clients to Conducts refresher training to maintain training effectiveness on the floor. Participates in Process level Con calls with Clients & Operations to understand requirements leading to actions that meet the process requirements & client expectations The role is responsible to maintain occupancy and utilization for Training officers & Line trainers at optimum level Accountable/responsible to align process training resources to support business and operational requirements Attend and represent WBR/MBR with clients/operations for respective processes as and when delegated by respective managers Responsible to create presentations displaying metric performance/strategic initiatives/Updates as and when required Thorough Audit process to ensure respective training officers / line trainers complete their monthly activities i.e. Call Taking, Batch Feedback, Quality Calibration, Process Knowledge Test & any other activity required for the specific process. Evaluate the quality of training delivered using the feedback tools, training quality scores and the training efficiency (conversion) scores. Needs to audit and ensure Trainer Observations / certifications are completed as defined in the process training Standard operation Process Works with recruitment & operations to assess minimum skills required for frontline staff & ensure domain tests are created for hiring skills Build effective vertical and horizontal communication channels Need to represent the process training function for client pitches to display the organisation capabilities, achievements, and the robust learning environment Ensuring maximum retention of resources through training batches Plan, develop and implement strategy for training, discipline, succession planning, morale and motivation, culture and attitudinal development, and quality management issues. Handle any kind of escalations pertaining to Team management, Training guidelines, Compliance adherence & Complaints Review training Incentive data monthly Ensures batch funds are utilised to drive engagement & performance and billing information is submitted in a timely manner The Qualifications Graduation degree Min. 15 - 18 years of Training experience in a domestic BPO/outsourced or Service Industry environment Measure performance of the team for e.g. performance appraisals, confirmation and ongoing feedback and training as well as retain team members. Drive C-Sat on the operations floor thru Refresher trainings. Track Trainer Utilization and ensure optimum resource utilization. Mentor and coach new AMs / Managers on the job Experience in CSAT/ NPS metric management Experience to lead and manage multiple international travel campaigns Excellent communication and client management skills, presentation abilities, and stakeholder management Six Sigma/ LEAN or Equivalent certification is preferred Skills for planning, assigning, and directing work Ability to coach, develop action plans which maximize performance and provide effective feedback Be flexible and work creatively and analytically in a problem-solving environment Manage other KPIs like TQ, yield, DTP, etc. Maintains current knowledge of industry developments, productions, and involvement in network communication Record statistics, performance levels and other reports Pre-Employment Screenings In accordance with Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening. Important | Policy on Unsolicited Third-Party Candidate Submissions TP does not accept candidate submissions from unsolicited third parties, such as recruiters or head-hunters. Such applications will not be considered, and no contractual association shall be established through such submissions. Is There a Fine Print ,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Director Training - DBU Job in TeleperformanceContact Details:
Company: TeleperformanceLocation(s): Other Haryana+ View Contact
Keyskills: Training Management Leadership Budget Management Content Development Performance Metrics Process Training Client Management Stakeholder Management Six Sigma LEAN Statistical Analysis Problemsolving
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