A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.
To know more about Firstsource please visit our website www.firstsource.com
Job location : Malad, Mumbai
Position :Training Manager-Collection Process
Division : BPO
Experience : Relevant 5 – 8 years’ experience in BPO Training
Responsibility
Develop and implement training & development process for all employees including new recruits.
Effectively identifying training needs for all employees and sketch out the training calendar/schedules.
Design training module, develop training material, ensure delivery of training programs and complete
logistics management for the programs.
Managing relationship with vendors such as external trainers, training institutes, e-learning companies.
Liase with cross-functional teams (EE, Ops, Hiring) and improvise training output and effectiveness
To periodically conduct reviews and track performance of trainers & QA
Evaluate effectiveness of training and identify re- training needs.
Conduct Train the Trainer Program’s.
Identifying and recruiting AM’s, trainers, training coordinators and communication coaches.
Partner with clients for implementing programs evaluating training and for requirements to
be planned and implemented with new ramps & business improvement opportunity
To plan refresher training for CSA on Customer Service, Voice & Accent, Soft Skills. To work closely with operations & quality to ensure training is effective.
Awareness and usage of tools to bring about immersive learning environment
Required: Graduate/Postgraduate with 5 – 8 years’ experience
Relevant Experience in Training Management & improvements
Know how
Excellent communication & presentation skills.
Planning and Execution skills.
Ability to conceptualize and design content.
Ability to proactively identify current and future needs of the Center.
Good Interpersonal skills and analytical skills
Ability to manage Customer critical metric performance & process improvement
Contact details
Reena Baldota
Email- [email protected]