Senior Group Manager - Process Training
Senior Group Manager - Process Training
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Salary Not Disclosed
1 Vacancy
Job Description
Sr. Group Manager
Summary: Site Lead training Key Responsibilities:
Work with the Training leads Group Manager / Sr Group Manager in providing inputs on development areas of the associates
Perform other duties and responsibilities that may be assigned from time to time
Attends meetings within the program or with another department whenever necessary
Listen to calls and provide coaching and feedback to associates on a language perspective
Provide real time support to advisors
Should be knowledgeable on the business/process
Should have good communication skills and would be interacting with internal stakeholders and to some extent with the end clients
Should have analytical ability and ability to understand the business impact of nos.
Should be able to manage multiple teams and multiple location by providing KPI and driving it
In depth understanding of training metrics and impact to business metric
In depth understanding of TNI/ TNA process and ability to make recommendations for process improvements
Liaise with stakeholders to identify process improvement projects and launch it end to end with collaboration
Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives
Be well versed in analyzing data and suggesting measures towards improving revenue generation for the function
Maintain vertical hygiene by ensuring reports data and documents are in place
Promote standardization by creating SOPs
Promote behavioral training programs and promote the programs in order to ensure maximum participation
Act as a mentor for the team and hold the team together by promoting an environment of learning and team work
Represent the training function at weekly and monthly internal and client meetings
Manage OJT performance Experience
Qualifications :
Graduate
US Night Shift
At least 35 years of relevant work experience as Sr Group Manager in Training
Minimum Qualifications
: Candidate must possess at least a Bachelors/College degree any field
Excellent Interpersonal skills
Excellent English communication and writing skills
Excellent facilitation skills
Should have an eye for detail
Coaching and feedback skills
Excellent knowledge of contact center and customer service operations
Should possess an eagerness to learn on the job
Excellent knowledge of MS Office especially Excel & Powerpoint
Knowledge in Reporting Tools EWFM Financial Snapshots etc
Additional Skills/ Requirement
LEAN/YB/ GB certification preferred
Team & multi location handling experience Reports To: General Manager Training
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
