Assistant Manager Core Training

Assistant Manager Core Training (CES)Key Responsibilities : The Core Training Asst. Manager is responsible for managing training officers, Voice Coaches / Line trainers for the designated processes aligned.

He / she administers / supervises the training for new hires and existing employees to the standards agreed between our clients and Operations.

The training programs and activities developed need to be aligned to business goals and client satisfaction.· Managing batch level compliance on activities and sharing reports as per timeline· Need to conduct dip checks, briefings, awareness sessions· Should able to coach the bottom quartile on daily / weekly / monthly basis· Should able to support & deliver effective batches during Ramps / Special requirements of business· Need to be quarterly certified from client / Internal stakeholders on platform skills· Ensure and maintain better post training effectiveness to deliver business KPI’s for the trained batches month on month· Need to conduct process refresher training to improve performance of bottom performers· Attend calibration on weekly / monthly basis to ensure knowledge level is at par with teams· Attending monthly / weekly reviewsCompetencies : · Ability to understand, analyze and report on call center metrics· Must demonstrate strong analytical, numerical, and problem solving skills· Excellent verbal and written communication skills and the ability to effectively present information across all levels of the organization· Flexible schedule and impeccable attendance record Functional / Operational skillsFunctional / Operational skills : · Makes Decisions· Maintains Composure· Excellent Communication· Takes Initiatives to Deliver Team Objectives· Excellent numerical understanding