About This Role
This role involves overseeing the entire training process within a BPO environment, focusing on improving customer satisfaction, productivity, and overall process efficiency. The Training Manager will lead a team of trainers, ensuring all training metrics are met and associates are well-equipped with the necessary soft skills, process knowledge, and product information.
Responsibilities
- Monitor the overall functioning of processes, identify improvement areas, and implement solutions
- Drive the training team to achieve training metrics
- Initiate and drive projects to increase customer satisfaction, productivity, and process efficiency
- Set goals and deliverables for the team to carry out their activities (KPIs)
- Ensure all training KPIs are met monthly, such as training throughput, first-time attempt, and training attrition
- Plan, prepare, and deliver training according to training packages
- Prepare and plan monthly TNI (Training Needs Identification) content to fine-tune associates on soft skills, process, and product-related topics
- Ensure TNI is completed as per the given timeline
- Track TNI refresher plan and coverage daily, and track improvement trends
- Publish the Training Dashboard
- Track and validate Nesting Governance
- Conduct trainer audits as per standard trainer audit parameters
- Ensure all NHT (New Hire Training) batches are trained as per the lesson planner
- Visit NHT batches to check training effectiveness and trainee knowledge on critical areas using methods like mock calls, dip checks, presentations, and crystal practice
- Visit all NHT batches to check if advisors are meeting MSR (Minimum Skill Required) eligibility, including typing speed, navigation test, Versant assessment, and Merit assessment
- Validate the MSR Report shared by HR against the system report to ensure no variances are observed during the audit
- Track daily batch trackers to ensure compliance with process tollgates, such as assessment days, certification scores, and reassessment before the next day
- Conduct knowledge dissemination through twice-daily briefing sessions for supervisors to cascade new/latest updates and track coverage
- Ensure all training infrastructure is in place as per SOP, including the training room and data lab
- Conduct PKT (Product Knowledge Test) twice monthly for all advisors and supervisors, with questions based on new updates/major observations
- Publish PKT Reports
- Validate monthly training content shared by the client and share observations if any modifications or new updates are required
- Monitor individual trainer's performance and guide, coach, and motivate them to achieve individual and team goals
