Experience Required – 6 to 9 years
Training
- Ability to multi-task with various clients/projects/stakeholders in a multi-geo environment would be required.
- Review Existing Training Materials and Identify the need for updating them. Should be able to ideate and guide on new content/practice as and when necessary
- Help design KRAs for the team/s and periodically review manager performance vis a vis overall team performance at regular intervals.
- Evaluate the client’s training requirements and establish training goals/completion milestones for the projects assigned
- Coordinate training activities looping in Telmax and client stakeholders at all times.
- Evaluate and assess training needs for the process and the team assigned. Help in metric management and SLAs for the process/es assigned.
- Work with Call Center management staff to develop and facilitate motivational activities for his/her world-span
- Develop cross-training materials and SOPs, as required.
- Preparation of relevant Training reports and Dashboards; decks for MBRs, WBRs, etc
- Ability to manage teams/geos as allotted
- Help and coordinate plans on TTT sessions for new/potential trainers for the department
Quality
- Team Management – Managing a Team of Quality Evaluators/Team Leaders for aligned Processes
- Client/Stakeholder management to drive and influence improvement objectives
- Quality Activities – Documentation for Transaction Monitoring
- Facilitate the sharing of best practices and implement them and drive performance benchmarking
- Keeping Track of Process Trends.
- Can identify process end to end and identify improvement opportunities basis broken links
- Analyze and Report Trends in Agents/Process performance
- Implement corrective action plans as and when required
- Dip check compliance – Weekly basis
- Calibration compliance – Weekly basis
- Weekly and Monthly reports – Weekly and Monthly basis
- Identify the bottom Quartile and steps to improve them.
- Analyze and Report Trends in Agents/Process performance
Knowledge, Skills, Other abilities:
- Strong supervisory skills with an eye for detail. Result Oriented.
- Excellent written and verbal communication skills in English & Hindi.
- Organized and Methodical.
- Target and deadline-driven.
- Sound knowledge of MS Office
- Knowledge of all QC Tools like Pareto, and Six Sigma. FMEA, SIPOC, etc