Learning and Development Assistant Manager/ Manager

Job Description:

BASIC PURPOSE: Training Manager plays a pivotal role in an organization, responsible for designing, implementing, and overseeing training programs that enhance the skills and knowledge of employees while ensuring alignment with the company's goals and processes. Overall, the role of a Process & Corporate Training Manager requires a blend of leadership, strategic thinking, and a strong understanding of both training methodologies and organizational processes.

ESSENTIAL FUNCTIONS:

• Training Program Development
  • Design, Develop and implement comprehensive training programs tailored to business operations and aligned with organizational goals, ensuring they address specific skill gaps and development needs.
  • Create training materials, modules, manuals, resources, and presentations to facilitate learning.
• Process Expertise and Improvement:
  • Possess a strong understanding of voice-based operations, including call handling, phone etiquette, script adherence, and handling customer inquiries or issues effectively.
  • Analyze existing processes and identify areas for improvement or optimization.
  • Develop strategies to streamline processes and enhance efficiency.
• Training Delivery:
  • Deliver or oversee the delivery of training sessions using various methods (e.g., workshops, online modules, role-playing, simulations, seminars) to accommodate different learning styles and improve the performance of employees.
  • Coordinate and schedule training sessions, ensuring maximum participation and engagement.
  • Ensure consistency in training delivery and methodology across different training sessions.
• Evaluation and Assessment:
  • Assess the effectiveness of training programs through feedback, surveys, and performance metrics.
  • Assess the performance and progress of employees undergoing voice process training through evaluations, feedback, and performance metrics.
  • Modify or adjust training methods and content based on feedback and evaluation results.
• Collaboration and Coordination
  • Collaborate with department heads and managers to understand training needs and ensure alignment with departmental goals.
  • Coordinate with external training vendors or experts when necessary.

• Compliance, Documentation and Reporting
  • Ensure training programs comply with industry standards, regulations, and company policies.
  • Maintain accurate records and documentation of training activities, attendance, and results.
  • Generate reports on training effectiveness and employee performance for management review.
• Technology and Tools:
  • Familiarity with call center technologies, CRM systems, and other tools used in voice-based operations.
  • Review opportunities to implement e-learning to enhance efficiency & effectiveness of training.
• Leadership and Team Management
  • Lead and manage a team of trainers or coordinators, providing guidance, mentorship, and support.
  • Conduct regular performance evaluations and contribute to professional development plans for team members.
• Continuous Learning and Development
  • Stay updated with industry trends, best practices, and advancements in training methodologies.
  • Introduce innovative training techniques to enhance the learning experience.
• Quality Check/ Assurance
  • Create framework to measure the quality & effectiveness of training programs.
  • Perform analysis on the feedback received from trainees/ trainers & business partners to continuously improve the trainings.
• Evaluates the relationship between those initiatives and indicators such as the turnover rate
• Align CCI policies, procedures and practices with the enterprise-wide goals and initiatives.
• Report to HR Head and provide decision support through metrics and concise reports.
• All other duties as assigned.

REPORTING RELATIONSHIPS:

• Reports to HR Head, India