Contact Center Training Manager
5 months ago
Planning and Analysis
- To analyze the operational training requirement for new and current Processes
- To work with the client and transition teams to plan Process training roll-out for migrations
Training design and development
- Designs, Develops and Delivers Soft Skills and Process Training programs to the customer service associates
- To adapt customer training materials for local delivery
- To design and develop additional Process training materials based on training needs analysis and customer requirement
Training delivery
- To deliver Process training Programs
- To assess, certify and report on learner performance
Training Maintenance and Quality control
- Monitor calls made by agents on a regular basis to identify and rectify performance gaps & Gives one on one feedback to the Agents / TL's based on the research done through monitoring
- Prepares and circulates weekly reports on gaps identified during call monitoring and steps taken to close such gaps
- Maintains records of training activities, monitors the effectiveness of training programs and follows up on pre and post training evaluations.
Performance Objectives:
- Training effectiveness
- 100% completion of session records to departmental standards.
Other key management attributes & Key Performance Indicators (KPIs) as agreed
This job has been sourced from an external job board.
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