Training Mgr-Contact Center, CTK – Job ID: 2101448 | ADCI HYD 16 SEZ – IN, TS, Hyderabad

Amazon

  • Full Time

DESCRIPTION

Job summary
Job summary
Centralized Timekeeping (CTK) Contact Center Manager sets the vision, direction, and culture of their teams by managing team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels.

CTK team is seeking an experienced Training Manager to coordinate, execute and implement various training programs used to train new hires and existing associates including leadership. S/he will become an expert in CTK processes, liaise with other site training managers, Operations Managers, Team Managers and global leaders to ensure training deliverable meet accuracy and throughput standards. The Training Manager must have a passion for, relationship-building, as well as data efficiency and accuracy

Key job responsibilities
· Review and supervise the designing of training content for any new process, program and feature roll out.
· Project Management of New initiatives/ Launches
· Allocate training resources for processes/programs
· Track deliverables
· Monitor and report on training activities and the progress to the leadership
· Internal and External Stakeholder management – manage stakeholder expectation, communication for understanding of business requirements of the programs, catering to training needs and provide regular updates.
· Partner with all the internal teams as needed to roll out new features, technical or operational processes and programs.
· Partner on process improvement initiatives and provide inputs from Training perspective.
· Think innovatively to drive organization wide performance higher through close analysis of data and designing programs in partnership of the Customer excellence and Quality teams.
· Continuously drive improvement in the Training processes in production.
· Manage the Training Managers’ and Trainers’ growth path and performance, build the training team by hiring and developing the best.
· Support Learning and Development initiatives by partnering in content development, planning and co-ordination.

A day in the life
The Training Manager will be an active member of the Learning Team and will lead the coordination and execution of employee training and Ops leadership onboarding/development activities. Learning team is responsible for fulfilling learning requirements of new hires within CTK Contact Center, conducting training on new programs/updates as well as refresher training.

Successful candidates will have to demonstrate a true hands-on approach, an understanding of instructional design practices, a data-driven, analytical mindset and knowledge of Logistics/ distribution operations. Ability to influence without authority and effective presentation & persuasion skills are a must for this role

BASIC QUALIFICATIONS

· Bachelor’s or advanced degree in a relevant field
· 3+ yrs experience as Training Manager or L&D Manager, preferably in the IT industry
· Experience working with a globally distributed team to achieve shared objectives
· Experience leading large, multi-track, fast-moving projects
· Experience working with various internal teams (including technical) to collect requirements, evaluate alternatives, and develop processes and tools
· Experience with project specification, forecasting, and reporting
· Excellent communication, strong organizational skills and very detail oriented

PREFERRED QUALIFICATIONS

Strong systems knowledge. Experience PeopleSoft, ADP, Time and Attendance or other HR management and Payroll systems as well as Call Center applications
Six Sigma knowledge/certification
Ability to handle projects using the Project Management principles and methodology

Job Overview