Manager @ Flipkart Bangalore, IN
JD – Manager Training
- Responsibilities:
- To drive the main objective of Customer Experience enhancement at partner location
- Governance and monitoring of training process
- Training plan based on forecasted operational numbers
- Trainer and Training process audits
- Responsible for quality at source – hiring, New Hire Training output on an ongoing basis
- Overlook the consultant life cycle at partner location – Hiring, Id creation, Training and on floor performance
- Work closely with Ops / WFM / Quality peers in meeting business goals
- Work with Quality team on TNI and roll out refreshers
- Work on continual improvement of operations metrics through refreshers
- Drive training metrics (dashboards, reports, EWS, RAG analysis)
- Conduct regular audits - (Infra, Training Curriculum, Training room, Trainer audits)
- Be responsible for knowledge management and high penetration on information on process changes, new process deployments
- Working on reducing learning curve and improving go-live efficiency
- Direct efficient Knowledge Management Assessments
- Knowledge dip checks for trainers and floor
- Cyclic certification of trainers
- Required Skills:
- Total experience – minimum 5-7 years in Customer Management role
- Graduate with 3 years of experience as an AM training.
- Certified for Train the Trainer.
- Certified in Facilitation Skills.
- Has managed a team of at least 15 trainers for multiple functions / processes
- Understands operational metrics as an input to training strategy
- Excellent written and verbal communication skills required
- Preferred - Partner manager experience of at least 2 years.
- Desired Skill-set:
- Customer orientations and customer centric experience.
- Strong communication, interpersonal skills.
- Process Management.
- Experience in contact centre operations.
- Strong problem solving, Strategy, Prioritization skills with an eye for detail.
- Ability to come up with lots of ideas and improvements.
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