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Director Training, Gurgaon
Teleperformance
posted 3hr ago
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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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16%
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What people at Teleperformance are saying
Director 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
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What Teleperformance employees are saying about work life
based on 27.1k employees
Flexible timing
Rotational Shift
No travel
Day Shift
Teleperformance Benefits
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