Manager-Training ll BPO (Ootbound sales ll DAY @ Quantum Integrated

Job Description

Job Description

Knowledge and skills required:

Excellent communication skills both oral and written

Strong knowledge of MS Excel and power point

Exemplary presentation and leadership skills

Excellent mentoring, planning and organizing skills

Strong decision making skills

Principal Accountabilities (Key Result Areas)

People management

Manage the team and allocate responsibilities

Identifying process gaps

Adherence to quality and ensure quality parameters are adhered

Continuous improvement in quality metrics as set by the client/ process

Ensure the transaction monitoring piece (audit/Feedback/Coverage)

Conduct Train the Trainer (TTT) and coaching programs for trainers to upgrade the team performance.

Trainer Certifications, Audits, Feedbacks and Trainer Life cycle Development.

Imparted trainings on Leadership, self-development, etiquettes and induction programs for new joiners

Call listening and Call Calibration with the team periodically

Ensure effective delivery of Training and facilitate communication between learners and trainers by doing training batch audits.

Liaison with Recruitment, Workflow and the Operations Team to update and publish Training Calendar for new hire training batches and refreshers.

Work closely with other functions to ensure consistent focus on training requirements & initiatives

Process Improvement and to achieve Quality targets - Focus Audits, Mystery Audits, Dipstick Compliance, Extra Audits, Call Calibration with internal and external team.

Monitor feedback efficacy on weekly and monthly basis and Analyzed the reason of errors and concentrations of errors for improvement

Use the Quality Tools to run the Quality and C-SAT Projects

Phone:7840027***

Employement Category:

Employement Type: Full time
Industry: BPO / Call Center
Role Category: Operations Management / Process Analysis
Functional Area: Not Applicable
Role/Responsibilies: Manager-Training ll BPO (Ootbound sales ll DAY

Contact Details:

Company Name: Quantum Integrated
Location(s): Noida, Gurugram

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Keyskills:   training management sale