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1 Teleperformance Director Training Job
Director Training, Gurgaon
Teleperformance
posted 7d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- 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 What Will You Need to Succeed?
- 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.
Employment Type: Full Time, Permanent
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People are getting interviews at Teleperformance through
People are getting interviews through
(based on 1.3k Teleperformance interviews)
Job Portal
Walkin
Referral
Recruitment Consultant
Company Website
Campus Placement
26%
24%
16%
6%
5%
2%
21% candidates got the interview through other sources.
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High Confidence means the data is based on a large number of responses received from the candidates.
What Director Training at Teleperformance are saying
Rating based on 2 Director Training
reviews
Anonymous · Corporate Training
in Hyderabad / Secunderabad, Telangana
Likes
I tried to figure out 1 good thing atleast. But, they are exceptional in being the worst.
Dislikes
I tried to find one but, wollah.. They turned out to be Santa Claus gave me A sack full of dislikes. They are good at it... Lol.
Read 2 reviewsDirector Training salary at Teleperformance
reported by
20
employees
with 14-22
years exp.
₹14
L/yr - ₹22
L/yr
At
par with the average Director Training Salary in India
View more details
What Teleperformance employees are saying about work life
based on 27.4k employees
Flexible timing
Rotational Shift
No travel
Day Shift
Teleperformance Benefits
View more benefits
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Teleperformance Gurgaon / Gurugram Office Location
Gurugram Office
Plot No 398, Phase III, Udyog Vihar, Sector 20, Gurugram, Haryana 122016, India
Gurugram
122016
122016
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