Director Training DBU

Responsible for directing Sr. Managers/Managers and aligning training officers/Line trainers to provide training to prepare advisors to meet their Performance metrics ie 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 ie 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. No fine print, though we will grab this space to remind you that Teleperformance is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.