Training Manager, Customer Care Center

Job Summary
• This role is responsible for managing a team of delivery resources to achieve their objectives while ensuring alignment with organizational priorities. The role works with talent management teams to manage training curriculum and improve resources. The role applies advanced subject matter knowledge to scale identified innovative training programs.
 

Key Responsibilities

• Developing and implementing training programmes that align with the strategic goals and objectives of the organisation.
• Collaborating with managers to identify training needs and developing customised training programmes that address the unique needs of each Market.
• Evaluating the effectiveness of training programmes using a variety of methods including surveys, Quality assessments, and feedback from cross functional teams/managers/Leaders
• Using data and feedback to continuously improve training programmes and making recommendations for changes and improvements.
• Managing a team of trainers and providing coaching and feedback to ensure the effective and timely delivery of training programmes.
• Working closely with the cross functional teams to ensure that training programmes align with the overall strategy and goals
• Maintaining up-to-date knowledge of best practices in training and development and making recommendations for changes to training programmes as required
• Managing NPI, Processes and tools training readiness across the markets for all contact centres
• Collaborating with WW training teams, GBUs, RPSMs, PMs on product trainings                          
• Managing Customer Obsession, Soft skills training readiness (Content designing, TTT sessions) across all contact centres
• Proactively consult with business Leaders and stakeholders to determine the training strategy.
• Analyse trends in quality results and product launches, anticipate learning needs, and devise appropriate training interventions.
• Execute, evaluate, and monitor the progress of the learning solutions and share the outcome regularly with Managers and stakeholders.
• Lead the digital learning ecosystem – content, adoption, and evaluation of all courses applicable in LMS tool.
• Proactively review the new hire content on the LMS tool and drive the adoption rate.
• Manage Footprint projects on Training readiness, Trainer certification and Go-live through nesting process.
• Proactively engage with Partners to review the training content, refreshers trainings, assessments, new hire trainings, footprint project trainings and provide them the required support as and where necessary.
• Engage with training managers across contact centres to share best practises across, help them overcome any challenges and provide them all support required for training readiness.
• Build MOC and drive changes in training as applicable
• Use innovation like AI, ML technologies to create trainings that would meet the current needs of the learners.

Education & Experience Recommended
• Four-year or Graduate Degree in Human Resources, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of job-related experience or 5-7 years of management experience, preferably in training delivery, presentation, facilitation, consulting, or a related field.
Preferred Certifications
NA
Knowledge & Skills

• Agile Methodology
• Blended Learning
• Business Strategies
• Change Management
• Key Performance Indicators (KPIs)
• Organizational Architecture
• Organizational Development
• Performance Management
• Stakeholder Management
• Talent Management
• Project Management
• Customer Obsession
• AI POC
• New Methods of Training

Cross-Org Skills
• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking
Impact & Scope
• Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.
Complexity
• Uses managerial concepts and company objectives to resolve issues in creative and effective ways.
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.