Training Manager
- Concentrix
- 7 - 12 years
- Hyderabad
- 5 days ago
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Job Description
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Role and Key Responsibilities
- Manage a team of trainers & Training TLs
- Client /Customer/People Management
- Manage Training team deliveries as per the TCOE guidelines.
- Liaise with stakeholders, Plan & deliver training batches basis business requirements
- Improve training standards/methodology and processes.
- Liaise with clients and other departments to drive key training projects.
- Manage daily team activities and ensure daily operations run smoothly.
- Drive team adherence and manage scheduling.
- Handle escalations
- Manage key training metrics like Floor support, throughput, NHT hiring/ planning.
- Run thorough analysis on training metrics.
- Drive Continuous Improvement in the team along with metrics improvement.
- Generate dashboards and scorecards for the internal and client reviews.
- Performance management of the team including career development
- Represent training in internal reviews and client forums.
- Conduct RTRs and NH training spot checks and dipsticks to ensure training efficiency.
- Maintain key MIS related to all the above activities.
- Knowledge management for the floor
- Participate in calibration of Trainers and QAs within the team.
- Designed the FMEA framework in the existing organization or in the past.
- Manage Training team deliverables as per the TCOE guidelines
Key Skills and knowledge:
- Plotter analysis, Content research, Content design and Content validation.
- Clear understanding of learner styles and plan curriculum basis different styles
- Proficiency in MS Office especially Excel, Word and PowerPoint.
- Understanding of the ADDIE and Kirkpatrick models.
- Customer support experience
- Willingness to work in a 24x7 shift environment with 6 days working
- Good MS Office skills
- Exposure to Chat & Compliance Management shall be an added advantage
Domain-specific Knowledge and Skills:
Candidate should have good understanding of Collections, Fraud and Customer Service LOBs
- Missed or late payment support with FinDif.
- Requests for repayment arrangements or breathing space
- Income and expenditure discussions, hardship & vulnerability
- Reporting fraud/disputes
- Basic knowledge of working of back office
Educational Qualification:
- Graduate
Disclaimer:-
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.
Job Classification
Industry: BPM / BPOFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: ConcentrixLocation(s): Hyderabad
Keyskills: Training Management Training Need Analysis Transaction Banking Instructional Design Training Content Designing International Banking Learning And Development Fraud Management International Voice Nht Collections Addie
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