Training Manager

• To add value to the existing call centre & vendor operations through effective training programs for employees, vendors & driver partners.
• To ensure effective recruitment of call centre staff that are in accordance with the stipulated JDs and within the overall budget.
• Ensure thorough knowledge of all the applications within our system.
• To conceptualize and write modules based on the product, training needs and feedback from employees, partners and other stake holders
• Effectively conduct training programs through online, in-person and any other modes (self-learning, etc)
• To finalize the monthly / quarterly / annual training calendar based on the business needs and other sources, if any.
• Measure effectiveness of training through right methodologies and take corrective measures.
• Spear head internal communication with regard to training & development
• Ensure reduction of turnaround time between employees / vendor onboarding and hitting floor through effective training plan
• Effective planning of re-training for employees & vendor partners in order to minimize the idle time
• To assess effectiveness of the training program and maintain a database of the same
• To carry out training program as may be required for the purpose of fulfilling the requirements of both call centre vendor operations department.
• Create & maintain a database of internal trainers in other branches of EFS.

Job specifications

• Hands on 06 to 10 years experience as a product / process trainer in any service industry, preferably from a BPO background
• Graduation in any field is preferred
• High quality written and verbal communication skills, strong listening skills.
• Excellent interpersonal skills and a demonstrated ability to interact with all levels in the organization;
• Demonstrated success in implementing innovative training techniques and learning methodologies
• Experience in running targeted development programs;
• Exposure to Learning Management Systems (LMS) and e-Learning development systems, tools and resources.