Assistant Manager SME Training (customer service) Noida

Job Description:

To monitor and improve Training across various customer operations processes and customer
touch points by means of regular and structured learning interventions.

• Strong Customer Focus
• Communication Skills
• Analytical & Critical Thinking
• Team player & ability to work in challenging work environment
• Attention to details
• Familiarity with Content Development and related applications
• Data Mining and Analytics using MS Excel and/or MS Access
• Develop and deliver New Hire Induction Training Program (NHIT).
• Ensure ongoing updates to NHIT content.
• Meet parameters for NHIT batches during nesting period.
• Conduct Train the Trainer (TTT) sessions for Call Centre trainers.
• Design and deliver refresher training based on Training Needs Identification (TNI) inputs.
• Prepare and deliver content for Product and Process Updates.
• Timely update of all training materials on Learning Management System (LMS) and Knowledge portal.
• Administer Product Knowledge Tests at specified intervals.
• Ensure Training Infrastructure at partner premises meets agreed parameters.
• Maintain adequate staffing levels for the training team.
• Drive Net Promoter Score (NPS) improvement by identifying relevant TNIs and creating refreshers.
• Ensure timely implementation of Reward & Recognition programs for partner Customer Support team.
• Coordinate with LMS partners to maintain operational Learning systems.
• Coordinate with partner team to ensure all agents have necessary IDs.
• Maintain and comply with Training Budget established during Annual Operating Plan
(AOP).

Desired Profile / Criteria / Skills :

What all qualifications do we expect:
We're looking for someone with a decent educational background.
• Education requirements: Bachelor’s Degree/Master’s Degree preferable
• Experience: 5+ years of experience preferably in the telecommunications industry.
Join us as:
• Grade – M5
• Where at – Noida
• Reporting To – Head - Service Assurance
• Your Function – Customer Service
• Team Size – 1 team member for Content and Partner Manpower – (1 Training Lead + 3
team members)
• Hussle Period – Minimum 8 productive hours a day and 5 days a week (Occasionally on
weekends )
• Job Type – Permanent