Customer Service Domestic Voice Manager-BPS

Role : The SM Training role is responsible for Governing, developing and delivering high-quality training deliverables that focus on quality of training that is outcome driven. He/She Must be fully equipped to handle peaks, Ramps and Training Operations end to end (preprocess – Process and JT). Should come with considerable exposure to fast-paced work, team environment, utilizing strong time management, communication, and multitasking skills to effectively engage with people at all levels, both internally and externally. Also, a client facing role.

Reports into : GM Training

Job Responsibilities :

Manage 2 sites with a span of 850-900 FTE’s

Plan batches w.r.t NHs and Refresher training for the projects assigned.

Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary

Help in designing KRAs for the team and periodically review trainer performance vis-a-vis production performance at regular intervals.

Conduct and periodically review contents of the initial training of new Agents, including good phone practices, general customer service skills, listening skills, de-escalation skills, and call center policies and procedures along with the trainers designated to the projects/process.

Develop Refresher training plans based on Training needs for existing Agents to help prepare them for call taking and improving current standards of Quality.

Using trending data from Quality Assurance reports create one-on-one or group training to resolve training discrepancies.

Evaluate client’s training requirements and establish training goals/completion milestones for the trainers and process.

Develop and implement client-specific training programs and scripts, using input from Project Managers, client training materials and Knowledge System contents.

Develop cross-training materials and SOPs, as required.

Preparation of Training Plans, and relevant Training reports and Dashboards; decks for MBRs, WBRs, etc.

Ability to manage teams as allotted

Develop trainers for on-the-job requirements.

Must be self-motivated and self-starter.

Focus on quality and customer service.

Solid time management skills.

Must be able to effectively deal with people at all levels inside and outside of the Company.

Creative ability, writing proficiency and visual graphics design ability.

Must adapt well to change and successfully set and adjust priorities as needed; Must be proficient with Microsoft Office Suite (intermediate Word, basic Excel, intermediate to advanced Power Point, including ability to create Power Point presentations, and basic Outlook

Criteria :

Bachelor’s Degree

Must Have International Experience- at least 5-7 years

Overall, 10-12 Years of experience including 4-6 Years as Manager

Inbound and Outbound Voice domain experience is a must.

Good knowledge /background of the retail industry training experience is preferred.

Excellent verbal, written and interpersonal communication skills.

Shifts timings: Australian Shifts

Week Off: 2 Rotational off