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Senior Manager - L&D (call Center)

Chennai, Tamil Nadu

shriram value services pvt ltd

Job Description

Responsible for Planning, Scheduling, Execution and Measuring Process and service training.
Lead Content Design & Delivery activities across locations.
Lead, Coach & Mentor the training team (AMs/TLs/Trainers)for delivery effectiveness & efficiency.
Training Needs Identification and Analysis for all business in conjunction with varied stake holder and Planning Refresher Training content, methodology and Calendar.
Partner with operation teams to address training needs & review for effectiveness through planned review meetings.
Responsible for hiring, certification and productivity of new trainers.
Ensuring effective Knowledge Transfer during Migrations Training Material, Training Methodologyand Monitoring Progress.
Establishing the Knowledge Management Framework for existing processes
Will be responsible for conducting TNI and TNA, assist in developing a training roadmap for the contact center and must have excellent communication skills with experience in training delivery.
Managing the training team to ensure training delivery in line with organization service training norms on training quality & effectiveness as set in the Training Process Manual.
Ensuring adequate training resource and infrastructure is deployed to enable effective training-delivery.
Execute any other projects, tasks or activities required to align to training initiatives and to enhance overall customer service experience.
Will be responsible for overall L&D performance, ensuring all process SLA's are meeting across centers.
Should be able to seek feedback & set corrective action-plan along with Training & Quality team.
Designing & execution of Train the trainer sessions; Best practice sharing etc.
Work with Training Core team to constantly upgrade and improve Learning Management systems.
Feedback & calibration with the internal Quality team, at least once a month.
Focus Group Discussion on Training to collate requirements on ops-floor with Operations Management Team, at least once a quarter.

Company Description

Shriram Value Services (SVS) is a leading IT, BPO and Learning Solutions company with a... strong technology and domain expertise in Finance, Insurance and HR Services with a proven track record of delivering high quality solutions.

SVS is an associate of the multi billion dollar Shriram Group, headquartered in Chennai, India. The Group, established in 1974, is now one of the largest Financial Services Networks in India having substantial interest in truck and consumer finance. The Group has diversified into Insurance, Pharmaceuticals, Automobile Components, Software, Property Development and Project engineering.

We engage with our clients in delivering strategic IT programs and platforms that enable their business innovation and transformation. With deep industry experience, SVS strives to help you maximize your productivity, increase operational efficiency, and improve profitability.
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Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
Between five and ten years
Compulsory Education
Jobs in Customer Service / Call Centre / Operations / Data Entry
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