Training Manager
- Tech Mahindra
- 8 - 13 years
- Pune
- 4 months ago
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Job Description
- POSITON TITLE: Training ManagerPOSITION DESCRIPTION:The Training Manager would be responsible for maintaining the support levels of the Project, its various elements and service as per the defined TATs and operational processes.
She/he would be responsible for meeting contact center customers SLAs and would be managing customer engagements and escalations. She/he would also be responsible for strong interlock with other cross functional teams for identifying various faults and working towards mitigating and fixing the same.
ESSENTIAL SKILLS / COMPETENCIES:
Excellent written and verbal English skills and good presentation skills.
- Good comprehension skills
- Comfortable in working 24*7 work environment.
- Adaptive, ready to learn, contribute and deliver consistently under pressure.
- Excellent skills on Excel/Quality Tools / Data Analysis / Analytical Skills / Reporting.
- Patience while giving feedback, Open to change, multi-tasking skills, Interpersonal skill.
JOB DESCRIPTION / ROLE & RESPONSIBILITIES:
- Create training and development programs / plans for specific LOB
- Coach and develop a team of trainers with optimum efficiency
- Handle ad-hoc training requests for multiple accounts
- Participate in client calls representing TechM
- Consolidate, maintain and share training data with internal and external stake holders
- Oversee Training Batch audits / observation session and share constructive feedback
- Driving Behavioral training sessions as and when required
- Own, creation and regular update of training SOPs based on various quality standards
- Review Trainers reporting to them regularly and share constructive documented feedback
- Driving and participating in projects, performance improvement and cost reduction initiatives
- Participate and drive participation of training team in CSR activities
- Design knowledge transfer, shadow and primary support for Transition of new LOBs
- Design, implement, maintain and improve Knowledge Management process for Telecom accounts
- Co-ordinate with support functions such as HR, CS, TIM, Asset to resolve New Hire queries and close the issues highlighted by Project spocs aligned for training.
- Ensure that New Hires report on Day 1 and gets aligned with their respective TechM Project spocs aligned for training.
- Participate in both external and internal reviews as per the requirement and share insights as per the requirement to support the team leads and Operation manager.
- Understand & mitigate any concerns which are causing delay in engagement progressions. Pick up & drive towards the smooth closure of escalated engagements.
- Share best practices, feedback, and suggestions for improvement with TechM team.
To Qualify
- Candidate must have a graduation or similar qualification of 10+2+3 years
- 1 year sales experience preferred.
- Immediate Joiner and open to US Canadian night shifts and rotational week off
- Minimum 2 yrs of Process AM Training or Training Manager experience in International Telecom process.
- Work Location Mumbai or Pune (Flexible to work from both the places)
- Train the Trainer Certification (Internal / External)
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: Tech MahindraLocation(s): Pune+ View Contact
Keyskills: Process Training Telecom TTT TNA Train The Trainer
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Tech Mahindra
Tech Mahindra Limited is an Indian multinational provider of information technology (IT), networking technology solutions and Business Process Outsourcing (BPO) to the telecommunications industry. Tech Mahindra is a US$4.2 billion company with over 117,000 employees across 90 countries. It provide...
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